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

§<1,5% ACR

§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.