Customer Care Sector Lead | Truganina VICCEVA Logistics provides global supply chain solutions to connect people, products and providers all around the world. Present in 170 countries and with more than 110,000 employees spread over 1,300 sites, we are well on our way to achieving our vision: to be a Top 5 global 3PL. We believe that our employees are the key to our success. We want to engage and empower our diverse, global team to co-create value with our customers through our solutions in contract logistics and air, ocean, ground, and finished vehicle transport.
YOUR ROLE The Customer Care Sector Lead will manage and lead the offshore care team while ensuring seamless communication, high-quality service delivery, and adherence to company standards and policies. This role is crucial for overseeing the offshore customer care operations within their specific sector, implementing strategies to enhance customer satisfaction, managing performance metrics, and fostering a positive work culture.
WHAT ARE YOU GOING TO DO? Specifically, you will:
Oversee offshore customer care operations, ensuring the team is adequately trained, resourced, and equipped to handle customer enquiries and issues effectivelyMaintain and improve customer satisfaction levels by devising strategies to address challenges associated with offshore operations and ensuring consistent service qualityManage key performance indicators (KPIs) such as response times, resolution rates, and customer feedback to identify areas for improvement and ensure service excellenceFoster a positive work culture by promoting teamwork, providing support, and addressing any concerns or issues among team membersServe as a liaison between the offshore team and the Australian headquarters, facilitating effective communication and ensuring alignment with organisational goalsEnsure that work instructions are maintained and utilised for consistent and reliable task performance, supporting employees with on-the-job training and assessment activitiesProactively monitor and update all Confirmation On Deliveries (CODs) to ensure compliance with regulations and standards, identifying and mitigating potential risks impacting customers.WHAT ARE WE LOOKING FOR? Our ideal candidate has:
Related work or industry experience, with prior experience in leading and managing a large teamExcellent communication, problem-solving, and organisational skills, with a strong customer service focusAbility to navigate complex situations calmly and intermediate MS Office skills (particularly MS Excel)A positive attitude, proactive approach, and strong work ethic, with the ability to communicate effectively with all levels within the organisation.In addition to providing proof of work rights and suitable professional referees, progressed candidates will be required to undergo a medical assessment and national police check.
WHAT DO WE HAVE TO OFFER? In addition to a challenging and rewarding work environment and competitive compensation, we are proud to offer a range of employee benefits designed to support your wellbeing, and help you thrive at work and in life.
Personal wellbeing: prioritise your health and wellbeing through the CEVAwell program, Employee Assistance Program, Volunteer Time Off, and Life & Total Permanent Disability Insurance.Work-life balance: benefit from flexible, hybrid, and remote work options, along with additional paid parental leave for primary carers.Professional development: your growth is essential to us. Unlock your potential through secondment and internal mobility opportunities, study assistance, leadership and mentoring programs, the CMA CGM Learning Academy, early career pathways and more.Financial wellbeing: We care about your financial security. Enjoy exclusive offers and discounts from our partners, novated leasing, annual safety workwear reimbursement, employee referral incentives, service recognition and short-term incentive plans.CEVA Logistics' Diversity Statement: As a global organisation, diversity is critical to our business success; only when we can reflect the cultures, languages, attitudes, and local knowledge of our customers, can we succeed. By employing people with different experiences and abilities, we expand our knowledge and increase our creativity and innovation. CEVA Logistics is proud to be an equal employment opportunity workplace. We welcome and encourage all qualified applicants, who will receive consideration for employment without regard to indigenous status, race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or any other characteristic.
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