Job Description

Schedule: Full-time Shift: Mixed Shift

Key responsibilities Overall goals / Typical measures

Customer Internal Existing DHL Customers § Interact with external customers in a professional manner for effective service recovery and/or may visits where Service Recovery actions are deemed essential as an extension of customer care.

Retention and Customer Care Supervisor & KAD § Assist Customer retention and Care and Priority Account Desk Team to handle difficult and complicated claim issues, complaints that require consultation with solicitors or cases involving legal proceedings.

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 Customer Service Director.

All KPI's are monitored daily, weekly & monthly through continuous improvement, coaching and the incentive scheme.

All procedures need to be adhered to achieve both team and department measurements in CS KPI'S: Trace Closure Rate, On time Call-back, Network response, Customer experience Quality, process quality, email response, Complaint & Claim handling.

Stakeholder Internal

Subfunction Managers/Network Tracing Functions. § Collaborate and co-ordinate with relevant staff within the DHL Network to ensure the tracing and service recovery systems function effectively. § Work with Finance Department on service recovery or claim cases involving financial settlement.

Process

Planning Strategies § 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. § Establish and maintain a system (covering supporting processes and systems) for collecting, analysing, and communicating Root Causes for Traces to relevant parties (including other functional areas and the network) to pre-empt recurrence of preventable trace actions.

Risk Management

§ Co-ordinate legal cases arising from shipment related incidents and claims and liaise with assigned legal counsels.

Information/Data management

§ Feedback collation from customer service feedback to ensure proactive action is taken to enhance positive experiences and pre-empt potential service failures (resulting from non-action on negative comments)

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. Maximising Revenue Generating Opportunities § Identify and promote areas with potential for revenue generation to cross-sell, upsell services including value added services (e.g SII, TDD and the use of eCom tools) Budget Compliance

§ Include developing and managing annual budget, staffing, performance management, employee development and satisfaction, reward and recognition, training, and development of a high-performance Customer Care team.

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. § Unplanned staff turnover. § Employee development. § Succession planning. § Employee accountability and performance

Key capabilities

§ Communication skills, spoken and written (excellent) § Negotiation and interpersonal skills (excellent) § Analytical, organisational, and motivational skills (excellent) § People Management skills (excellent) § Presentation skill (excellent) § Facilitation and training skill (excellent) § Customer facing and interaction skill (excellent) § Technical skills (Call Management system, Quality monitoring system etc) § Project Management skill (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.

Planning & Organizing: Sets clear and realistic goals and objectives. Establishes a course of action and a sequence of steps to ensure that activities and objectives are efficiently achieved. Is structured with good personal organization. Schedules time effectively and use efficient work methods and tools. Decision Making: Makes timely and appropriate choices based on accurate analysis and experience. Uses sound judgment even in conditions of uncertainty. Anticipates impact of decisions and plans how to manage risk.

Competency segment 'Leadership' Developing People: Facilitates the development of others through personal involvement in coaching, mentoring and sponsorship. Creates an environment that fosters learning, growth and development to improve DHL's capability to achieve the strategic vision. 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' Influencing: Persuades others of the value of an approach or idea. Gains commitment and support and gets others to willingly take action. Communication: Provides both verbal and written information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style, tools and mode to the needs of others. Listens attentively, and summarizes or asks questions, when needed, to clarify information. 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) § 5 years in Customer Care or a related capacity § 3 years in a management capacity in Customer Care or a related capacity § Experience in the Air Express industry (preferable) Customer Contact Centre Management Skills, particularly in Customer Satisfaction and Service Excellence (excellent)

Expected Educational Qualifications Master (preferable) or equivalent