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DHL Vacancy Announcement: Head of Customer Service

About DHL:

DHL is the world’s leading logistics company, with a workforce of 395,000 people in over 220 countries and territories. We are an international team united by a passion for logistics, working in a unique environment that combines the innovation of a start-up with the power of a global organization.

Position: Head of Customer Service

Location:

Addis Ababa

Deadline:

May 25, 2024

Skills and Educational Background:

  • Degree: Customer Service Management (optional) or equivalent.
  • Customer Contact Centre Management Skills: Excellent
  • Software Skills: Working knowledge of Customer Contact Centre systems (e.g., ACD, PABX, CRM, Workforce Management Systems, Quality Monitoring Systems).
  • Negotiation and Interpersonal Skills: Excellent
  • Leadership Skills: Excellent
  • Analytical, Organizational, and Motivational Skills: Excellent
  • People Management Skills: Excellent

Key Accountabilities:

  • Customer Service Excellence:
  • Design and execute customer service initiatives and strategies to ensure service excellence.
  • Drive achievement of KPI targets through effective management of the Customer Service function.
  • Function as the key contact point for customer escalation issues and follow up on serious shipment-related incidents.
  • Manage contact centre operations to meet customer expectations and adhere to service level agreements.
  • Deploy creative service recovery initiatives to restore customer confidence.
  • Collaboration:
  • Work with the Sales/Key Account department to drive customer loyalty and improve business volume and profitability.
  • Ensure Customer Service staff are knowledgeable and skilled to consistently deliver best-in-class customer service.
  • Collaborate with Regional Office & Subfunction Managers for new projects and initiatives.
  • Liaise with Area Office, Worldwide Network, OPS, IT, etc., for service development and enhancement.
  • Work with HR to fulfill recruitment, retention, and development initiatives.
  • Business Development and Management:
  • Develop strategies to meet DHL’s business strategy and vision.
  • Initiate continuous improvement processes and systems in service provision and service recovery.
  • Plan the annual operational plan for the Customer Service department.
  • Lead and drive customer satisfaction and ensure compliance with Centre of Excellence (COE) standards.
  • Continuously drive quality improvement based on customer feedback.
  • Identify and promote revenue-generating opportunities through cross-selling and upselling services.
  • Standardisation and Consistency:
  • Motivate and retain the best customer service talents.
  • Develop staff to their maximum potential.
  • Leverage technology to reduce business costs and eliminate redundant processes.

Leadership Responsibilities:

  • Develop a high-performance service culture within the Customer Service Department.
  • Plan, organize, and direct an efficient and effective team of customer service professionals.
  • Develop KPIs with team members and monitor individual performance.
  • Conduct performance reviews and coaching.
  • Prioritize and manage resource allocation to achieve global, regional, and country objectives.
  • Identify training needs and opportunities to develop a highly skilled Customer Service Department.

How to Apply:

Please upload your resume and proceed through the application process using the link below. Resume upload is required to complete the application.

Apply Now

This is a unique opportunity to lead a dynamic team and drive customer service excellence at DHL. If you meet the qualifications and are ready to take on this challenge, we encourage you to apply!

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