Job
Description
Grade : 12 Please note that the Job will close at 12am on Posting Close date, so please submit your application prior to the Close Date Customer Support; Quality Assurance & Support; Coaching & Monitoring Activities. All front/ back line CC processes/ processes; Oversee All Representative Activities (Including Coaching, Calibration, & Monitoring With Support of QA Team) Involves management responsibility for a team of people or a specific location(s) within the business. Teams may include contractors and all categories of employees: Operational, Clerical, Mechanical/Electrical, Supervisory, Secretarial, Professional, Advisory and Deputy Management. Management responsibilities include disciplinary action up to and including dismissal. Position Overview: We are seeking a dedicated and experienced customer service manager to oversee our team of customer service representatives and ensure our customers receive outstanding CE and all their needs met. The ideal candidate must have a passion for customer service excellence, strong people, thought, results and personal leadership skills. Eligibility criteria : Bachelor's degree in business administration or related field. Experience in Customer service software and CRM systems You will be a great fit if you: Have experience as an customer service leader preferably in the logistics /supply chain industry Skills required: People Leadership : Hiring the right talent, Talent development Coaching. Influence & Inspire Thought Leadership: Exceptional written and verbal communication skills Continuously Develop & Implement customer service policies & Procedures that drive high Csat scores. Keep abreast of industry trends and best practices in customer service. Results Leadership: Performance Management, Customer Escalation handling and sharp customer focus with an unwavering focus on quality on all interactions of self and team. Strong problem-solving abilities and result oriented mindset Personal Leadership : Integrity, Discipline, Accountability, Proactive, Take initiative and Dependable What you can expect: A supportive, collaborative and inclusive work environment. Get to be part of great team that delivers a healthy, productive and happy work culture. Opportunities for career growth and development Skills Required: People & Performance Management, , Reporting & Data Management , Interpersonal Skills; Written & Verbal Communication Skills; Planning & Organizing Skills; Presentation Skills; Compliance, Alignments, Project Management Skills; FedEx was built on a philosophy that puts people first, one we take seriously. We are an equal opportunity/affirmative action employer and we are committed to a diverse, equitable, and inclusive workforce in which we enforce fair treatment, and provide growth opportunities for everyone. All qualified applicants will receive consideration for employment regardless of age, race, color, national origin, genetics, religion, gender, marital status, pregnancy (including childbirth or a related medical condition), physical or mental disability, or any other characteristic protected by applicable laws, regulations, and ordinances. Our Company FedEx is one of the world's largest express transportation companies and has consistently been selected as one of the top 10 World’s Most Admired Companies by "Fortune" magazine. Every day FedEx delivers for its customers with transportation and business solutions, serving more than 220 countries and territories around the globe. We can serve this global network due to our outstanding team of FedEx team members, who are tasked with making every FedEx experience outstanding. Our Philosophy The People-Service-Profit philosophy (P-S-P) describes the principles that govern every FedEx decision, policy, or activity. FedEx takes care of our people; they, in turn, deliver the impeccable service demanded by our customers, who reward us with the profitability necessary to secure our future. The essential element in making the People-Service-Profit philosophy such a positive force for the company is where we close the circle, and return these profits back into the business, and invest back in our people. Our success in the industry is attributed to our people. Through our P-S-P philosophy, we have a work environment that encourages team members to be innovative in delivering the highest possible quality of service to our customers. We care for their well-being, and value their contributions to the company. Our Culture Our culture is important for many reasons, and we intentionally bring it to life through our behaviors, actions, and activities in every part of the world. The FedEx culture and values have been a cornerstone of our success and growth since we began in the early 1970’s. While other companies can copy our systems, infrastructure, and processes, our culture makes us unique and is often a differentiating factor as we compete and grow in today’s global marketplace.
