Remote Customer Care Sector Lead – Offshore Teams

CMA CGM; Melbourne; Hybrid; AUD 120,000 - 150,000; Full time

Job summary

CEVA Logistics in Melbourne, VIC is seeking a Customer Care Sector Lead to manage offshore care operations, drive service quality, and lead a large team within a dynamic 3PL environment.

You will oversee performance metrics, foster a collaborative culture, and coordinate with the Australian headquarters to align with strategic goals and regulatory standards. This role offers hybrid flexibility and opportunities for professional growth.

Qualifications

• Experience leading and managing a large team.
• Excellent communication, problem-solving and organisational skills with a strong customer service focus.
• Intermediate MS Office skills, particularly MS Excel.

Responsibilities

• Oversee offshore customer care operations, ensuring the team is trained and resourced to handle inquiries and issues.
• Maintain and improve customer satisfaction by addressing offshore challenges and ensuring service quality.
• Manage KPIs such as response times, resolution rates, and customer feedback to drive improvements.
• Foster a positive work culture by promoting teamwork and addressing concerns among team members.
• Serve as liaison between the offshore team and Australian headquarters to ensure alignment with goals.
• Maintain and utilize work instructions for consistent task performance and on-the-job training.
• Monitor CODs to ensure compliance with regulations and standards and mitigate risks.

Skills

Team leadership

Communication

Problem solving

MS Excel

Customer service

Organisational skills

Tools

MS Office

Job description

CEVA Logistics in Melbourne, VIC is seeking a Customer Care Sector Lead to manage offshore care operations, drive service quality, and lead a large team within a dynamic 3PL environment.

You will oversee performance metrics, foster a collaborative culture, and coordinate with the Australian headquarters to align with strategic goals and regulatory standards. This role offers hybrid flexibility and opportunities for professional growth.