Job Details
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Job Description
Design, develop and execute customer service initiatives and strategies that will ensure service excellence and best-in-class service is delivered to DHL Customers to support country business imperatives and strategic plans in alignment with DHL’s global/regional strategy.
- Provide direction for initiatives targeted towards : improving customer service satisfaction, maximising revenue generating opportunities, restoring customer confidence during service recovery incidents, developing plans for encouraging the use of eCom tools and devise plans to enhance customer loyalty
- Drive achievement of all KPI targets through effective management of the Customer Service function in the country.
Job Requirements
Skills
- Customer Contact Centre Management skills
- Software skills (Customer Contact Centre systems, e.g. ACD (working knowledge)
- Negotiation and interpersonal skills (excellent)
- Leadership skills (excellent)
- Analytical, organisational and motivational skills (excellent)
- People Management skills (excellent)
- 7 years operations management experience in a customer service / contact centre environment
