Accountabilities

Key activities

Overall goals / Typical measures

Customer

• Ensure high level of technical expertise and services in the fields of Customer Service.
• Develop service offerings which need a unique local approach, and oversee the development of appropriate solutions.
• Build solid bench strength in the Customer Service function.
• Act as an ambassador for DHL at all times and attend to customer needs in a professional, friendly and courteous manner.
• Provide direction for initiatives targeted towards improving customer service employee satisfaction, maximizing revenue-generating opportunities, restoring customer confidence during service recovery incidents, developing plans for encouraging the use of eCom tools, and devising plans to enhance customer loyalty
• Help resolve difficult cases or discuss solutions if deemed necessary.
• Proactively recommend areas for service improvement through targeted analysis of service incidents and customer complaints.
• Function as the key contact point for customer escalations and shipment-related incidents
  
  
  

Service excellence KPI

80% Calls answered within 20 sec

70% of traces closed within 3 days

80% claims resolved within 10 days

75% of complaints were resolved within 5 days

Country upselling Target.

On-Time Email Response, 90% emails with First Manual Response (FMR) within 8 working hours.

On-Time Chat Response, 90% chats responded within 60 seconds.

Abandoned Chat Rate, Less than 1.5% chat abandoned after 60 seconds

Internal

• Drive achievement of all KPI targets through effective management of the Customer Service function in the country.
• Work closely with the country and regional teams to ensure effective management of the customer service function.
• Ensure all strategies are aligned with the four pillars (motivate people, great service quality, loyal customers and profitable network). Contribute to Regional Strategy and decision-making.
• Ensure that the department is strictly following the Centre of Excellence (COE) guidelines and that it is properly implemented in all criteria.
• Maintain proactive work processes to ensure teamwork, shuttle procedures and overall base performance is achieved.
• Formulate and communicate Customer Service policies, performance measures and standards to Country management enabling effective measurement of Sales and Customer Service performance.
• Determine organization structure, roles and responsibilities and performance targets for the Customer Service functions.
• Develop a culture of quality, service excellence (for internal customers), flexibility and cost consciousness.
• Develop, instill and embed the continuous improvement culture within the department. Train and mentor the team members on contributing towards this vision.
• Conduct primary market research, internal consulting, business analysis, and projects in all Customer Service functions.
• Manage contact centre operations efficiently and effectively to meet customers’ expectations proactively via all channels 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 Key Account Manager, to drive customer loyalty for the country’s top accounts through the provision of personal, dedicated, proactive, and customised solutions to support business growth.
• Work with the Customer Service Development Manager to ensure all Customer Service staff is knowledgeable, competent, and skilled to consistently deliver best-in-class customer service
  
  
  

Regional Office & Subfunction Managers

• Devise new projects, initiatives, and standards with the regional office (where applicable) for the country's Customer Service department through participation in workgroups and steering committees focused on revenue generation, and initiate customer service programs to create positive customer service experiences.
• Liaise with the regional office and cross-functionally to ensure service development and enhancement to the company’s competitive advantage.
• Work with the Human Resources department to fulfil staff recruitment requirements, retention, and development initiatives.
  
  
  

Legal Counsel

• Co-ordinate legal cases and customers’ claims and liaise with assigned legal counsels where necessary
  
  
  

Process

• Support in the development and implementation of business plans.
• Define and set the communication strategy for Customer Service.
• Develop medium and long-term Customer Service planning.
• Implement Global blueprint for Customer Service function to exploit scale economies while safeguarding the business performance.
• Maintain proactive work processes to ensure teamwork, shuttle procedures and overall base performance is achieved.
• Part of continuous improvement culture, the Senior Director Customer Service should identify opportunities to enhance and improve business processes and/or support systems in the area and communicate these to the relevant people at country or regional level responsible for dealing with them.
• Ensure successful implementations of new system applications for the customer service department, managing risks and disruption to the business.
  
  
  

People - Management

• Manage the Customer Service department to achieve and maintain agreed service level targets, ensuring adequate numbers of trained and qualified staff are available to meet workload.
• Identify training needs and opportunities to develop a highly skilled functional department.
• Manage the allocation of appropriate resources and commitment of staff to the achievement of Global, Regional and Country objectives and targets.
• Develop team spirit and multitasking capabilities within the team.
• Develop IKOs/KPIs with team members and monitor individual performance.
• Develop and maintain a motivated Customer Service team of competent managers and staff – ensure career path is implemented and visible.
• Ensure the personal development and succession planning of direct reports.
• Employee satisfaction.
• Unplanned staff turnover.
• Employee development.
• Succession planning.
• Employee accountability and performance.
  
  
  

Occupational Health & Safety

• Ensure the team is working in a safe and healthy environment that would allow them to perform to the optimum capacity.
  
  
  

Skills / Qualifications

Key capabilities

Skills

• Customer Contact Centre Management skills (excellent)
• Software skills (Customer Contact Centre systems, e.g. ACD, PABX, CRM, IVR, Workforce Management Systems, Quality Monitoring Systems, etc.) (working knowledge)
• Negotiation and interpersonal skills (excellent)
• Leadership skills (excellent)
• Analytical, organizational and motivational skills (excellent)
• People Management skills (excellent)
  
  
  

Competencies

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.

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.

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 of 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 Qualifications

Degree in Business/Marketing (preferable) or equivalent