Customer Care Sector Lead | Truganina VIC

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CEVA Logistics provides global supply chain solutions to connect people, products, and providers all around the world. Present in more than 170 countries and with over 110,000 employees across 1,500 sites, we are proud to be a Top 5 global 3PL.

Every day, our people imagine better ways to serve a world in motion – creating smarter, safer, and more sustainable solutions for our customers.

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 effectively
• Maintain and improve customer satisfaction levels by devising strategies to address challenges associated with offshore operations and ensuring consistent service quality
• Manage key performance indicators (KPIs) such as response times, resolution rates, and customer feedback to identify areas for improvement and ensure service excellence
• Foster a positive work culture by promoting teamwork, providing support, and addressing any concerns or issues among team members
• Serve as a liaison between the offshore team and the Australian headquarters, facilitating effective communication and ensuring alignment with organisational goals
• Ensure that work instructions are maintained and utilised for consistent and reliable task performance, supporting employees with on-the-job training and assessment activities
• Proactively 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 team
• Excellent communication, problem-solving, and organisational skills, with a strong customer service focus Ability 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, MyLearning – our global online platform with more than 1,000 courses – 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.

Diversity is core to who we are. By reflecting the cultures and perspectives of our customers and communities, we perform at our best. CEVA Logistics is proud to be an equal opportunity employer and welcomes applications from all qualified candidates.

#CEVALogistics #WeAreCEVA #BetterWays #LifeAtCEVA #LI-DNI

Disclaimer: CEVA Logistics works with a carefully selected group of recruitment partners. We are not seeking agency support for this vacancy and do not accept unsolicited resumes. Only agencies formally engaged through our HR team for a specific vacancy will be recognised, and no fees will be payable for unsolicited introductions

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