Customer Experience Assistant Manager at SEAOIL Philippines, Inc.

, , -

Full Time

Start Date

Immediate

Expiry Date

16 Aug, 26

Salary

0.0

Posted On

18 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Journey Mapping, Voice of Customer, NPS, CSAT, CRM Systems, Stakeholder Management, Performance Measurement, Escalation Management, Team Coaching, Data Analysis, Process Improvement, Retail Training, Customer Experience Strategy, Interpersonal Communication, Reporting, Service Differentiation

Industry

Oil and Gas

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

Responsibilities

Own the end-to-end customer experience strategy across physical and digital touchpoints to drive satisfaction and loyalty. Lead VOC, NPS, and CSAT initiatives while developing service standards and providing retail learning and development training.