Assistant Manager Customer Experience

About the Role:

As a Customer Experience Assistant Manager, you will be responsible for overseeing and enhancing the end-to-end customer experience. You will lead and support the customer service team while also managing the driver network and logistics routing team to ensure seamless deliveries and customer satisfaction. This role requires a strategic thinker who can balance operational efficiency with exceptional service delivery.

Key Responsibilities:

Customer Experience & Support:

• Lead and mentor the customer service team to deliver outstanding customer experiences.
• Provide coaching, training, and support to team members to enhance their performance.
• Oversee customer interactions via email, live chat, phone calls, WhatsApp, and social media to ensure timely and effective resolution of inquiries.
• Handle escalated customer issues and provide prompt resolutions to maintain customer satisfaction.
• Maintain accurate records of customer interactions and service activities.
• Implement strategies to improve customer satisfaction, retention, and loyalty.

Driver & Logistics Management:

• Oversee the driver management team, ensuring timely and efficient deliveries.
• Work closely with the logistics routing team to optimize delivery schedules and routes.
• Monitor driver performance and address any operational challenges to improve efficiency.
• Collaborate with the operations and production teams to ensure smooth coordination between order fulfillment and delivery.
• Develop strategies to enhance logistics efficiency and customer delivery experience.

Process Improvement & Collaboration:

• Assist in developing and refining customer service policies, processes, and best practices.
• Work closely with the operations, production, and marketing teams to address customer concerns and improve service efficiency.
• Stay up to date with industry trends and new tools to optimize the customer experience.

Data Analysis & Reporting:

• Monitor and analyze customer service and delivery performance metrics (e.g., response times, complaint resolution rates, delivery success rates).
• Generate reports on customer feedback, order fulfillment efficiency, and logistics performance to identify trends and areas for improvement.
• Use data-driven insights to develop strategies for enhancing customer experience and optimizing delivery operations.
• Work with the operations and leadership teams to set measurable KPIs and track performance against them.

Requirements:

• Proven experience in a customer service leadership or supervisory role.
• Experience in driver management and logistics coordination is highly preferred.
• Strong interpersonal and communication skills with a passion for customer service.
• Ability to handle high-pressure situations while maintaining professionalism.
• Detail-oriented with excellent problem-solving and decision-making abilities.
• Comfortable working in a fast-paced, dynamic environment (start-up experience is a plus).
• Proficiency in CRM tools and customer support software is an advantage.
• Strong analytical skills with the ability to interpret data and generate actionable insights.
• Proficiency in Excel/Google Sheets and reporting tools (e.g., Tableau, Power BI, or similar software) is a plus.