Background:

The Head of Customer Service at DHL Express is responsible for designing, developing, and executing customer service initiatives and strategies that ensure service excellence and best-in-class service delivery. This role supports the country’s business imperatives and aligns with DHL’s global and regional strategies. The position requires strong leadership, excellent customer contact center management skills, and a commitment to continuous improvement.

Responsibilities:

• Lead initiatives to improve customer service satisfaction and enhance customer loyalty.
• Manage the Customer Service function to achieve all Key Performance Indicators (KPI) targets.
• Act as the primary contact for escalated customer issues and serious shipment-related incidents.
• Collaborate with internal departments to drive customer loyalty and improve service delivery.
• Develop and implement strategies for service recovery and customer engagement.
• Ensure day-to-day operations comply with operational standards.
• Identify opportunities for revenue generation through cross-selling and upselling.
• Build and maintain a high-performance service culture within the Customer Service Department.
• Devise new projects and initiatives to enhance customer service experiences.
• Coordinate legal cases arising from shipment-related incidents and claims.
• Leverage technology to reduce operational costs and improve efficiency.
• Monitor employee satisfaction and manage staff turnover.
• Foster employee development and succession planning within the department.

Qualifications:

• Minimum of 10 years in the service industry, with at least 5 years in operations management within a customer service/contact center environment.
• Proven experience in sales or marketing, customer relationship management, project management, and people management.
• Degree in Customer Service Management or equivalent (optional).

Experience:

Minimum of 10 years in the service industry, with at least 5 years in operations management within a customer service/contact center environment.

Other Details:

This role is pivotal in ensuring DHL Express maintains its reputation for exceptional customer service while driving business growth and operational efficiency.

• Lead initiatives to improve customer service satisfaction and enhance customer loyalty.
• Manage the Customer Service function to achieve all Key Performance Indicators (KPI) targets.
• Act as the primary contact for escalated customer issues and serious shipment-related incidents.
• Collaborate with internal departments to drive customer loyalty and improve service delivery.
• Develop and implement strategies for service recovery and customer engagement.
• Ensure day-to-day operations comply with operational standards.
• Identify opportunities for revenue generation through cross-selling and upselling.
• Build and maintain a high-performance service culture within the Customer Service Department.
• Devise new projects and initiatives to enhance customer service experiences.
• Coordinate legal cases arising from shipment-related incidents and claims.
• Leverage technology to reduce operational costs and improve efficiency.
• Monitor employee satisfaction and manage staff turnover.
• Foster employee development and succession planning within the department.

• Minimum of 10 years in the service industry, with at least 5 years in operations management within a customer service/contact center environment.
• Proven experience in sales or marketing, customer relationship management, project management, and people management.
• Degree in Customer Service Management or equivalent (optional).