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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.
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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.