Reporting to Regional Manager- Customer Service for West India, the Care Premium & Care Team Leader will be responsible for all Customer Care activities and managing a team on the continued Customer Care Transformation. You will work closely with Sales and TNM to drive yield and volumes, be fully accountable for the performance of the team including the customer experience delivery as well as the coaching and personal development of the individual staff members within the team.

We Offer:

In this role, you will learn and acquire the following skills and competencies:

Customer Care Best Practice

Insights into the trade market

Process leadership including continuous improvement and optimisation

Change management skills

People management and leadership skills

In addition, you will have various opportunities to work with the leading customers in India Cluster, performing and excelling in a dynamic and energetic organisation and contributing to the continuous success of the cluster.

Key Responsibilities:

Lead the Customer Care Transformation work within own team. This includes Ask for More, delivering superior customer experience and providing Customer Service Operations Excellence.

Develop a professional and customer-focused Customer Care team through role-modelling, leadership and coaching.

Actively drive proactive behavior to drive world class experience for customer.

Build a highly-engaged and motivated team - manage boundaries, allocate resources and provide challenging and stretching tasks and assignments to develop the team's customer care competencies and ensure competencies and requirements are maintained from both the perspectives of operational execution, back-up and contingency cover.

Drive commercial intelligence within own team. Attend regular or ad-hoc joint sales calls with sales team to understand and provide better service to customers.

Monitor, review and provide feedback to Sales and TNM on customer performance to drive yield and volume.

Drive continuous improvement of process performance and team.

Who we are looking for:

Bachelor's/Master's Degree in any discipline.

Previous working experience as leader in Customer- Care is ideal.

At least 05 years' experience with leadership responsibilities with proven abilities in building effective teams.

Solid ocean product knowledge coupled with excellent market intelligence.

Interpersonal savvy and organisational agility.

Process driven, preferably with Green Belt certification.

Customer- focus and excellent business acumen.

Strong self-initiative and results-driven.

Fluent in spoken and written English and Hindi.

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