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.
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!