TL AIR EXPRESS Co Ltd

Customer Experience Leader

GeneralPosted 2 mo ago

Location

Tuol Kouk | Phnom Penh

Job Type

FULLTIME

Experience

5+ Years

Work Mode

On-site

Industry

Logistics/Transport

Languages

English, Khmer

About the role

Establish and lead the Customer Experience Department.
Develop customer experience strategies, policies, and procedures.
Create a customer-centric culture across the organization.
Act as the voice of the customer within the company.
Monitor customer satisfaction and retention performance.
Develop customer retention and loyalty initiatives.
Identify at-risk customers and implement recovery plans.
Strengthen relationships with key customers .
Oversee customer complaint handling and escalation processes.
Ensure timely and effective resolution of customer issues.
Conduct root cause analysis and implement corrective actions.
Coordinate with internal departments to prevent
Analyze customer feedback and service performance trends.
Identify customer pain points and improvement opportunities.
Lead customer experience improvement projects.
closely with Operations and Technology teams to improve service delivery.

Requirements

Bachelor's Degree in Administration, Marketing, Logistics, Supply Chain, or related field.
Minimum 5 years of experience in Customer Service, Customer Experience, Account Management, Logistics, or related functions.
Previous managerial experience preferred.
Strong communication, leadership, and problem-solving skills.
Ability to manage cross-functional teams and drive organizational improvements.
Experience in logistics, transportation, e-commerce, or freight forwarding industries is highly preferred.
Proficiency in English and Khmer. Chinese ability is an advantage.

Required Skills

AdministrationMarketingLogisticsSupply ChainCustomer ServiceCustomer ExperienceAccount ManagementManagerial ExperienceCommunicationLeadershipProblem-solvingTeam ManagementOrganizational ImprovementTransportationE-commerceFreight ForwardingEnglishKhmerChinese