Key Responsibilities

• Manage all service related KPI targets through effective management of the Customer Service function in the countries.
• Monitor and measure Countries’ performance against agreed targets and ensure that reports are consistently analyzed to identify BDPs for sharing as well as opportunities for improvement for action, and provide appropriate guidelines and recommendation to countries.
• Be the catalyst and focal contact point for the customer service in the designated cluster, coordinating and facilitating customers’ service-related matters to ensure issues and concerns are reflected at the regional group level and initiatives and projects are completed on time and have achieved targeted goals.
• Implement the Centre of Excellence Foundation in the countries and conduct reviews aligned to the Centre of Excellence requirements to identify strengths, best demonstrated practices and areas for performance improvements to drive service excellence, productivity improvements and cost savings.
• Conduct and facilitate the post-implementation reviews to assess the success of the initiatives and or projects and are in line with regional guidelines.
• Provide regular feedback to Country Managers on respective country Customer Service level and provide support where needed.
• Provide monthly, quarterly and annual reports for the regional directors.
• Drive quality through different activities with the countries using different evaluation approaches, including doing mystery calls and chats in the countries.
• Manage contact centre efficiently and effectively in order to meet customer’s expectations proactively, whilst adhering to stipulated service level agreements.
• Develop and deploy regional and global policies and service recovery initiatives to restore confidence in the event of service failure and trace management at the customer care department.
• Ensuring timely implementation and tracking of CS initiatives in Quality and Performance Tracking initiatives in a constantly changing environment with changing priorities, necessitating frequent trade-offs while maintaining a positive response.
• 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 and recommend resource requirements needed to provide necessary support services in the event of field pilots, field deployments.
• Lead and drive customer satisfaction to “best-in-class” standards of customers using the contact centre for their business transactions with DHL, so as to establish a competitive advantage in the business.
• Drive and improve performance of the countries to achieve service excellence through regular audits, remote support, action plan development and follow up.
• Analyze, plan and provide recommendations on the scope of the initiatives, costs and benefits, potential issues with initiatives on hand / under discussion or development / deployment.
• Create and conduct learning and information sharing environment so that initiatives, services, solutions and particularly best demonstrated business practices, can be shared and reused across the region, such as Skills Verification, coaching, succession planning for existing and any new Country Head of Customer Service.
• Reduce the cost of doing business by leveraging technology, redefining or eliminating manual and redundant business processes.
• Conduct country visits and support the CS functions to improve the customer experience.
• Works cooperatively with others to achieve target and objectives. Accomplishes own tasks in support of team goals and actively offers to help colleagues. Supports group decisions. Suggests improvement ideas based on his/her learning
• Provide countries and management with timely status reports, deployment, KPI reports, country visit reports and other required information to demonstrate status of deployed / implemented initiatives to create a learning and information sharing environment so that initiatives, services, solutions and particularly best demonstrated business practices, can be shared and reused across the region as well as support provided to countries.

Minimum Requirements

• 5 years’ experience in Customer Service in the express/logistics industry or with similar business experience
• 3 years’ experience in a Customer Service Leadership environment
• Experience in a regional role would be advantageous.
• Proven experience of developing a team in cross-cultural environment.
• Excellent Customer Service Quality Management skills
• Profound communication skills, spoken & written in English, French and Portuguese.
• Excellent presentation, project Management, facilitation & training skills
• Excellent Microsoft Tools and Office 365 skills
• Software skills (Customer Contact Centre systems, e.g. ACD, PABX, CRM, IVR, Workforce Management Systems, Quality Monitoring Systems, etc.)
• Strong negotiation, leadership and interpersonal skills
• Analytical, organizational and motivational skills
• People Management