VRL Logistics - Head - Customer Service Operations

VRL has pioneered in providing a safe and reliable logistics network in the field of parcel service, ensuring last mile delivery even in remote locations.

We integrated hub-and-spoke operating model which enables optimal aggregation of consignments from a diversified customer base across multiple industries and locations

About the job

Key Responsibilities:

1. Lead & Strategize:

- Develop and implement customer care strategies that enhance satisfaction, loyalty, and efficiency across the customer life-cycle.

Process Optimization:

- Continuously refine and streamline customer service processes to ensure quick response times and issue resolution.

- Endeavor to reduce operational inefficiencies.

Technology Integration:

- Leverage the latest technology and CRM tools to create a smooth, efficient customer service operation.

- Implement data-driven decision-making for service improvements.

Team Development:

- Manage, coach and motivate a team of customer service professionals, fostering a culture of excellence and customer-centricity.

Feedback and Continuous Improvement:

- Regularly gather and analyse customer feedback to incorporate service improvements and strategic initiatives.

Cross-functional Collaboration:

- Work closely with other departments, such as Operations and IT to align customer care initiatives with overall business goals and ensure smooth communication channels.

What we are looking for:

- Someone holding a Masters' degree in Business Administration, Communications, or a related field preferred.

- Proven experience in a senior customer service or customer care role, ideally in logistics or a related field.

- Strong leadership skills with expertise and experience in building and managing high performing teams.

- Familiar with tools, techniques and software, with a deep understanding of how to apply them effectively in a B2B logistics setting.

- Excellent communication, problem-solving and organizing skills.

Skills:

- Strong organizational and time management skills.

- Excellent written and verbal communication abilities.

- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and other relevant software.

- Ability to handle multiple tasks and prioritize effectively and at the same time maintain high level of discretion and confidentiality.

- Strong problem-solving skills and attention to detail.

- Ability to work in a fairly ambiguous atmosphere and under minimal supervision.

Addition Information:

- Fast-paced office environment.

- Occasional travel may be required.

- Flexibility to work extended hours as needed