Assistant Manager, Customer Services Excellence

Assistant Manager – Customer Service Excellence

Pacific International Lines (PIL) is seeking proactive individuals to develop and execute customer service initiatives for its global container shipping business. Based at the Global HQ Commercial & Agency Network Division, this role focuses on designing, rolling out, and monitoring programs that enhance customer satisfaction and service delivery, supporting a customer‑first culture across the organization.

Key Responsibilities

• Customer Experience Strategy Development
  • Assist in implementing customer service strategies aligned with business objectives.
  • Monitor customer feedback and elevate key issues to senior management.
  • Support initiatives to improve end‑to‑end customer journeys.
• Voice of Customer (VoC) Program
  • Coordinate customer surveys, NPS tracking, and feedback collection.
  • Compile and analyze data to highli...