Customer Experience Assistant Manager
SEAOIL Philippines, Inc. is proudly a FILIPINO company that shares and understands every Filipino’s hopes for the future: a better economy, the youth achieving their dreams, a healthy environment.
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
About SEAOIL Philippines, Inc.
SEAOIL is the leading and largest independent fuel company in the Philippines. For over 45 years, SEAOIL has been a gamechanger in the industry, dedicated to serving Filipino communities through our innovative products and services.