Indirizzo
Forma di lavoroYour Role
You will be responsible for leading, directing + optimizing your Customer Care team (CCL) to continuously provide customer excellence + sustainable growth across your scope of responsibility.Your Responsibilities
You will do this by working with a variety of internal + external stakeholders while focusing on the following key
objectives:
- To deliver + reinforce our CCL core competencies.
- To conduct regular conversations with all direct reports to discuss + ensure traction on delivering
performance + development goals. - To ensure the best-in-class customer onboarding + relationship management.
- To focus on continuous improvement of processes + controls, ensuring complete + correct customer contact
data, service data + changes in our systems including customer reporting for SME customers. - To conduct daily + weekly stand-up meetings with your team to identify + resolve business issues.
- To focus on continuous improvement of processes + controls, including customer complaint management +
service recovery, aiming for a consistent delivery + fulfilling the customer promise. - To anchor the usage + improvements of CCL core systems.
- To drive customer adoption of our eco-system.
Your Skills and Experiences
- Your strong leadership skills + focus on customer + stakeholder relationships along with your strong time
management will be key to your success. - You have been selected for this role because of your knowledge across our operations + because you possess
the key attributes we are looking for in a Customer Care Manager :- - At least 8 years of strong experience in Logistics Customer Care Manager role
- Strong knowledge in sea freight services
- Strong leadership, market analysis and negotiation skills
- Has experience in managing multiple teams is strongly preferred
- Strong communication in English is mandatory
- Experience in global freight forwarder is preferred
