Head of Customer Care - Shipping Industry

About Our Client

Exciting opportunity at a leading shipping company! They are on the lookout for a seasoned Head of Customer Care to join their dynamic team and lead customer experience excellence.

Job Description

Exciting opportunity to manage three critical divisions:

1. Customer Service : Drive accurate bookings, consistent communication, and issue resolution to enhance customer satisfaction. Lead internal quality improvements and achieve KPIs.
2. Documentation : Ensure seamless international goods flow through meticulous bill of lading preparation, customs declaration completion, and timely coordination with customs offices.
3. Billing : Lead efforts in accurate billing, team management for quality and productivity, and close collaboration with departments to optimize operations and meet objectives.

This role entails overseeing daily operations, leading teams, evaluating performance, planning resources, hiring staff, refining customer service policies, addressing inquiries and complaints, training employees, monitoring performance, collaborating with departments, and engaging key internal stakeholders.

The Successful Applicant

• Bachelor's Degree/Diploma in a related field.
• Minimum of 10 years of customer service experience, ideally in logistics and supply chain.
• Proven track record in people management.
• Strong skills in customer care operations.
• Excellent communication and interpersonal skills.
• Customer-centric approach with a focus on satisfaction.
• Exceptional problem-solving and critical thinking abilities.
• Resilience in handling difficult customers and challenging situations.

What's on Offer

• Exciting leadership opportunity with competitive compensation package.

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