Customer Care Team Leader

Job description Role & responsibilities You will be a member of the Customer Experience Team, supporting the organization and our customers in all the matters related to the services provided by FedEx. Providing day-to-day supervisory and/or coordination support to a team of representatives & Senior Representatives. Responsible for day-to-day completion of team tasks as well as delegated first level employee-related activities, as defined by local policies. This may include day-to-day performance monitoring/management and development discussions, employee related administration, supporting initial/informal disciplinary action activities. Ensuring that team meets the performance goals. Managing customer escalations and ensuring customer service performance is enhanced by addressing customers pain areas It involves performance or development coaching. Preferred candidate profile Have exceptionally effective communication skills (both verbal & written) Focus on Client servicing Good Knowledge of Logistics Industry (not mandatory) Ability to communicate effectively across different levels Strong system skills on Microsoft Excel, Word, Access. (SQL will be an advantage) Detail oriented with an analytical bent of mind and logical thinking Abilityto identify and mitigate risks A sense of urgency and ability to execute A proactive approach, taking initiatives to resolve problems and willingness to learn Quick learner and excellent time management and, problem-solving skills Role: Customer Service Industry Type: Courier / Logistics (Logistics Tech) Department: Customer Success, Service & Operations Employment Type: Full Time, Permanent Role Category: Customer Success, Service & Operations - Other Education UG: Any Graduate Key Skills Skills highlighted with ‘‘ are preferred keyskills Team Handling Team ManagementCustomer ServiceCustomer SupportTeam SupervisionTeam LeadingTeam LeadershipInternational Voice Process