Customer Experience Assistant Manager

SEAOIL Philippines, Inc.; Metro Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

SEAOIL Philippines, Inc. is seeking a Customer Experience Assistant Manager in Metro Manila to own end-to-end customer experience strategy across all touchpoints. You will lead VOC, CSAT initiatives, develop CX standards, and coordinate with Operations to implement improvements.

The role requires 3–5 years in customer service with supervisory experience, strong process knowledge, and excellent English communication. Training delivery for retail teams is also part of the remit.

Qualifications

• 3–5 years in customer service or related field, with at least 1 year in a supervisory or acting lead role.
• Strong understanding of customer service processes, escalation management, and performance measurement.
• Proven ability to coach and develop teams, with excellent interpersonal and stakeholder management skills.
• Analytical and detail-oriented mindset with experience in reporting and using metrics to drive improvement.

Responsibilities

• Create Customer Journey Management Map and optimize customer journeys.
• Identify pain points and service improvement opportunities.
• Voice of Customer Lead VOC, NPS, and CSAT initiatives - analyze customer feedback and complaints via analytics.
• Develop customer experience standards - both internal and external via automated systems/platforms.
• Coordinate with Operations for implementation.
• Improve loyalty member experience and engagement.
• Conduct trainings on pertinent topics affecting customer experience at the station.

Skills

Customer service

Customer experience

Coaching

Analytical

Stakeholder management

CRM systems

Contact center tools

Tools

CRM systems

Contact center tools

Job description

Are you ready to start your legaSEA? SEAOIL is looking for passionate talents to help make a difference in the lives of Filipinos and fuel their better future. Here\'s your chance to grow your career with the largest and leading independent fuel company in the country - join us as our next Customer Experience Assistant Manager!

What is this role about?

This role will own end-to-end customer experience strategy across all physical and digital customer touchpoints. This person will also drive customer satisfaction, loyalty, and service differentiation while providing assistance in creating and providing Retail Learning and Development training to pertinent internal customers to improve customer experience

What will YOU do?

• Create Customer Journey Management Map and optimize customer journeys

• Identify pain points and service improvement opportunities

• Voice of Customer Lead VOC, NPS, and CSAT initiatives - analyze customer feedback and complaints via analytics

• Develop customer experience standards - both internal and external via automated systems/platforms

• Coordinate with Operations for implementation

• Improve loyalty member experience and engagement.

• Conducting training for pertinent topics that will impact customer experience at the station

What will YOU need?

• 3–5 years of customer service, customer experience, or contact center experience, with at least 1 year in a supervisory or acting lead role

• Strong understanding of customer service processes, escalation management, and performance measurement

• Proven ability to coach and develop teams, with excellent interpersonal and stakeholder management skills

• Analytical and detail-oriented mindset with experience in reporting and using metrics to drive improvement

• Experience with CRM systems and contact center tools; familiarity with process improvement or customer feedback platforms is a plus

• Effective written and verbal communication skills in English; ability to handle sensitive customer situations with professionalism and empathy

• Flexible and collaborative approach, willing to coordinate with cross-functional teams and support occasional after-hours or peak-period activities