Overall Role Purpose
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.
Key activities
Customer Internal
Country Customer Service Management Function
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
Senior Management Team
Function as the key contact point for customer
escalation issues, for serious shipment related incidents and follow up on
issues assigned by the country General Manager
Stakeholder Internal
Strategic Planning with :
Customer Care / Key Accounts / Contact centre/
Customer Service Development
Manage contact centre operations efficiently and
effectively in order to meet customer’s expectations proactively via phone,
mail, fax, email or website whilst adhering to stipulated service level
agreements.
Deploy creative service recovery initiatives to
restore confidence in the event of service failure at the customer
care and trace management sections.
Collaborate with the Sales / Key Account department
for driving up customer loyalty from the country’s top accounts through the
provision of personal, dedicated, proactive and customised solutions to
encourage customer loyalty and improve business volume and profitability
Work with the Customer Service Department to
ensure all Customer Service staff is knowledgeable, competent and skilled to
consistently deliver best-in-class customer service and that Customer Service
systems adequately support the needs of staff to execute their roles as well as
the needs for performance and management reporting.
Regional Office & Subfunction Managers
Devise new projects, initiatives and standards with
Regional office (where applicable) for the country Customer Service department
through participation in workgroups and steering committees focused on revenue
generation, programmes enhancing eCom tools via automated modes and customer
service programmes focused on creating positive customer service experiences.
Liaise with Area Office, Worldwide Network, OPS, IT,
etc for service development and enhancement to maintain our competitive edge
Work with HR manager to fulfil staff recruitment
requirements, retention and development initiatives
Legal Counsel
Co-ordinate legal cases arising from shipment related
incidents and claims and liaise with assigned legal counsels where necessary
Process
Business Development and Management
Develop strategies to meet DHL’s company business
strategy and vision in the country and target market
Initiate continuous improvement to processes and
systems in service provision and service recovery through frequent and
scheduled audits and analysis of service incidents and complaints.
Plan the annual operational plan for the department
on areas pertaining to the Management of the country CS department
Driving Customer Service Excellence
Lead and drive customer satisfaction by providing
best in class standards with a view towards establishing and maintaining a
competitive advantage.
Ensuring the day to day operation of the Customer
Service department is in compliance with the Centre of Excellence (COE)
standards.
Continuously drive quality improvement with providing
leadership in addressing customer feedback received through various means e.g
NPA Customer Interaction Study and other forms.
Maximising Revenue Generating Opportunities
Identify and promote areas with potential for revenue
generation to cross-sell, upsell services including value added services (e.g
SI, TDX, Extended Liability etc and the use of eCom tools)
Standardisation and Consistency of Practices
Motivating and retaining the best of customer service
talents within DHL to enhance customer service experiences for customers and
develop staff to the maximum potential.
Technological Advancements
Reduce the cost of doing business by leveraging
technology, redefining or eliminating manual and redundant business processes.
People – Management
Develop a high performance service culture within the
Customer Service Department.
Plan, organise and direct an efficient and effective
team of customer service professionals.
Develop KPIs with team members and monitor individual
performance.
Conduct performance review and coaching.
Prioritise and manage the allocation of appropriate
resources and commitment of staff to the achievement of Global, Regional and
Country objectives and targets.
Identify training needs and opportunities to develop
a highly skilled Customer Service Department.
Employee satisfaction (EOS).
Unplanned staff turnover.
Employee development.
Succession planning.
Employee accountability and performance.
Quality measures within the department (IMSP, Quality
assessment)
Key capabilities
Skills
Customer Contact Centre Management skills (excellent)
Software skills (Customer Contact Centre systems,
e.g. ACD, PABX, CRM, Workforce Management Systems, Quality Monitoring Systems,
etc.) (working knowledge)
Negotiation and interpersonal skills (excellent)
Leadership skills (excellent)
Analytical, organisational and motivational
skills (excellent)
People Management skills (excellent)
Competencies
Competency segment ‘Business
Customer Orientation: Is focused on identifying
and understanding each customer’s needs. Expresses and acts on desire to assist
customers in an efficient and friendly manner.
Business Acumen: Understands business principles
and language, including the fundamentals of finance and profitability. Uses
this understanding to achieve results and to increase the performance and
profitability of our company.
Cross Border Thinking: Has a holistic mindset
and stays abreast of important trends that may affect our competitiveness as a
group. Manages the business, giving priority to the international position of
our company.
Competency segment ‘Leadership’
Shaping Direction: Develops and communicates
strategies and goals that achieve competitive advantage. Demonstrates a clear
understanding of the organisation’s strengths, weaknesses, opportunities and
threats.
Constructive Challenge: Contributes to an
environment where people at all levels stand up for their ideas and where the
status quo can always be challenged for the better.
Building and Leading Teams: Knows the talent
needs of the team. Attracts and develops the people who can meet those needs.
Encourages effective cooperation among team members and between teams. Inspires
team spirit and the commitment to achieve high standards of performance.
Competency segment ‘Personal’
Building and Managing Partnerships: Uses
interpersonal styles to create and sustain effective relationships with
business partners (e.g. suppliers, joint venture partners, industry groups,
competitors, governments, unions) and colleagues. Is open to approaches that
meet mutual goals.
Commitment to Excel: Challenges self and others
to exceed standards and achieve extraordinary results striving for
best-in-class. Is not easily deterred when obstacles or delays are encountered.
Expected years of experience (Minimum)
10 years experience in a service industry
5 years operations management experience in a
customer service / contact centre environment
Proven experience in sales or marketing, customer
relationship management, project management, and people management
Expected Educational
Degree in Customer Service Management (Optional) or
equivalent
How To Apply
