Customer Service Manager

Job description:

Purpose of the Job

The Customer Service Manager – South East Asia is responsible for leading the customer service function across the South East Asia region to deliver a consistent, highquality, and costeffective customer experience. The role drives endtoend customer service performance across all Aramex products and channels by building and leading highperforming teams and embedding standardized operating models and best practices.

This role partners closely with Operations, Commercial, and other regional stakeholders to resolve service issues, support key customers, enable serviceled growth opportunities, and continuously improve service quality and efficiency across South East Asia.

Job Description

• Drive standardisation of customer service processes, operating models, and best practices across South East Asia.
• Oversee inbound and outbound customer service operations across all channels, including workforce planning, rostering, capacity management, and realtime adherence.
• Govern case management processes across CRM and local platforms, including prioritisation, escalation management, rootcause analysis, and implementation of corrective actions.
• Drive improvements in First Contact Resolution, and overall customer satisfaction, ensuring alignment with global service standards.
• Own and run the Voice of Customer (VOC) program, including transactional and bulk surveys, NPS detractor followups, complaint analysis, and insightdriven action planning.
• Monitor and improve service quality, productivity, and cost efficiency through CX dashboards, monthly performance reviews, deep dives, and structured improvement plans.
• Lead service transformation initiatives, including technology enhancements, process optimisation, and capability uplift across teams.
• Partner closely with Commercial teams to support key customers, manage service performance for strategic accounts, and enable serviceled growth opportunities.
• Collaborate with regional and country Operations teams to resolve service issues, address systemic failures, and continuously improve endtoend customer outcomes.
• Build, mentor, and develop highperforming Customer Service Managers and key talent across the region, fostering a strong service culture and leadership capability.
• Act as a role model by consistently demonstrating leadership behaviours and values across the business

Job Requirements - Experience and Education

• 5–8 years in customer service/contact centre management
• Strong command of customer service operations (QA, training, IVR/chat design, omnichannel routing, sprinkler voice and mail)
• Proven delivery of NPS/CSAT/FCR improvements and SLA adherence in highvolume environments
• Strong stakeholder management and communication skills
• High analytical capability
• Ability to multi-task and adaptable
• Track record of building strong teams, managing performance, and leading change
• Familiarity with crossborder scenarios: duties/taxes, Incoterms, prohibited items, address hygiene, return logistics
• Advanced English language proficiency

Leadership BehaviorsBuilding Outstanding Teams Setting a clear direction Simplification Collaborate & break silos Execution & Accountability Growth mindset Innovation Inclusion External focus SkillsLearning Agility Team Collaboration Adaptability Resilience Conflict Resolution Attention To Details Problem Solving Continuous Improvement Active Listening