YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS.\n\n\n\nWould you like to become part of the world's most international company in the world?\n\n\n\nA company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet.\n\n\n\nDo you want to make a difference? Then come to our \"Insanely Customer Centric\" Team and become a Certified International Specialist!\n\n\n\n\n\nYOUR TASKS:\n\n\n\nOverall Role Purpose\n\n\n\nDrive and facilitate the achievement of service excellence via the adoption of best demonstrated practices through improvement programmes (such as CSS, MRM and MSP) and identify process gaps to create a more seamless department whilst managing counselling and coaching activities aimed at reinforcing strengths and bridging weaknesses in the different sections of the Customer Service Department.\n\n\n\nCustomer Service Senior Management (CS Section Managers)\n\n\n\tEnsure relevant skills and competencies in each customer service section are current and CS personnel are effectively trained to an acceptable standard to achieve service excellence by conducting skills verification (tests) when required to validate service standards.\n\tWork with the CS Section managers to provide coaching and training to customer service staff with the objective of upgrading their skills level.\n\tAssist the CS Section managers in the administration and monitoring of the quality auditing function of team leaders to ensure the achievement and maintenance of service quality objectives.\n\tWork closely with the CS Manager and CS Section managers on career progression planning for CS personnel.\n\n\n

Regional Office and Subfunction Managers

\n\n\n\tWork closely with RO’s CS Development & Support Manager to implement regionally driven projects and initiatives in the country and identify areas or processes for service improvement and recommend specific CS-related improvement actions.\n\tCollaborate with RO to deploy a Mystery Shopper programme to drive Service Excellence based on independent assessments of service quality and benchmark against competitor performance in areas of the service delivery.\n\tEnsure the analysis of service incidents and failures is carried out to surface trends in service gaps and process weaknesses in the Customer Service Dept or other interfacing functional departments (e.g. Hub, Gateway, Network, Contractors, etc.) that may impact service excellence.\n\tWork closely with CS Functional managers and supervisors to define post-training evaluation and coaching techniques to gauge training effectiveness, recommend changes where appropriate and identify strengths for reinforcement and weaknesses for further training.\n\n\n

HR L&D Manager

\n\n\n\tWork with HR L&D Manager to ensure appropriate external programs are planned for CS.\n\n\n

People Management

\n\n\n\tDevelop a high performance service culture within the customer service department.\n\tPlan, organise and direct an efficient and effective team of customer service professionals.\n\tDevelop KPIs with team members and monitor individual performance.\n\tConduct performance appraisal.\n\tManage the allocation of appropriate resources and commitment of staff to the achievement of Global, Regional and Country objectives and targets.\n\tIdentify training needs and opportunities to develop a highly skilled customer service department.\n

Skills and Qualifications\n\n\n\n\t3 years experience in a related capacity or a development role within Customer Service or a Customer Service related function\n\t1 year experience in a management capacity\n\tExperience in development of training materials and delivery of training\n\tExperience in contact centre operations and environment, with emphasis on revenue generation activities\n\tExperience in the Air Express Industry, and experience in Customer Service (preferable\n\tPresentation skills (excellent)\n\tFacilitation and training skills (excellent)\n\tCustomer-facing and interaction skills (excellent)\n\tSoftware skills (Word, Excel, PowerPoint, etc.) (excellent)\n\tSoftware skills (Customer Contact Centre systems, e.g. ACD, PABX, CRM, CTI, IVR, Workforce Management Systems, Quality Monitoring Systems, etc.) (good working knowledge)\n\tSoftware skills (DHL Systems) (preferable)\n\tCommunication skills, spoken and written (excellent)\n\tNegotiation and interpersonal skills (excellent)\n\tLeadership skills (excellent)\n\tAnalytical, organisational and motivational skills (excellent)\n\tProject Management skills (excellent)
\n\tPeople Management skills (excellent)\n\n\n

We Offer

\n\n\n\tStrong career support in an international environment\n\tGreat culture and colleagues\n\tMultifarious benefit program\n\n\n

Do you see a personal challenge in these versatile and responsible tasks? Then apply now!

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We look forward to receiving your application!

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