Dedicated Customer Care Supervisor

Description

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Dedicated Customer Care Supervisor

Key responsibilities:

• provides supervisory support to a team of Customer Care employees including allocating tasks and providing directions and support on completion of tasks.
• motivates team to achieve high levels of performance by ensuring team communicating and understanding of goals, using approved methods to assess performance as well as providing feedback and  development guidance. Provides updates to manager on performance.
• creates and regularly applies tools to monitor completeness and accuracy of customer care  processes and procedures.
• identifies and investigates anomalies, issues or variance to be addressed and notifies management as required. Participates in/leads continuous improvement opportunities within department.
• creates a customer-oriented corporate culture by implementing and managing initiatives and measurement tool aimed to achieve customer satisfaction and loyalty as well as customer retention.
• supports manager in planning and scheduling of resources, including rostering, to ensure department priorities are completed.
• supports manager in the identification of training needs within team. Designs and delivers training (e.g. on-the-job and classroom) and related materials relating to team processes
• provides a range of support activities including administration and data management, reporting, analysis and deputising for manager when required.
• ensures completion of accurate and timely reporting within team

Requirements:

• minimum secondary education
• at least 2 years’ experience gained in customer service in a quality and service oriented environment
• fluent in written and spoken English (C1)
• high results orientation
• excellent analytical skills, and the ability to plan and organise meticulously
• strong communication and social skills and ability to present to a wide audience confidently
• excellent interpersonal skills
• experience with leading / delivering projects
• excellent judgement and decision-making skills

Offer:

• possibility of creating a new business and work environment
• possibility to work in a highly professional, stimulating and challenging work environment of multinational company with great long term career prospective and great work atmosphere
• the opportunity to participate in a new projects within the organization and demonstrate own initiatives
• possibility of developing Leadership skills: talent development, performance management, inspiring and building employees engagement
• possibility of developing Planning & Organizing Skills
• package of non-wage benefits (medical care including dental package; life insurance; co-financing for the Multisport card/MyBenefit platform; extensive learning resources to further develop your skills and knowledge, including online language courses
• Tuition Assistance Program
• Employee Assistance Program for you and your family in difficult life situations

FedEx was built on a philosophy that puts people first, one we take seriously. We are an equal opportunity employer and we are committed to a diverse and inclusive workforce in which we provide growth opportunities for all

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.