Job Description: Designs and develops the customer services strategy on the country level, within the limits of the Global and Regional customer’s services strategy, to ensure that best-in-class services are provided to DPDHL customers. Job Responsibilities: Leads, directs and controls all customer service policies, procedures, and activities by providing best in class standards with a view towards establishing and maintaining a competitive advantage in the country so that they meet the organization’s overall business objectives. Oversees the customer service budget on the country level. Develop performance contracts, performance targets and KPI for customer staff. Build departmental capacity and capability to enable achievement of commercial objectives Alignment to Business Strategy and implemented through customers achievement of targeted channel growths. Develops and implements systems, standards, targets, and customer feedback mechanisms to monitor customer service performance and ensures that activities are efficient, consistent, reliable, and in high quality. Monitors/Reduces the cost and maximises effectiveness of activities to prioritize spending and resource allocation on the country level. Analyse national market, customer information & develop a customer specific customer services strategy which is translated into a clear activity plan. Design, develop and execute customer service initiatives and strategies that will ensure service excellence and best-in-class service is delivered to DHL Customers to support country business imperatives and strategic plans in alignment with DHL’s global/regional strategy. Drive achievement of all KPI targets through effective management of the Customer Service function in the country. Job Requirements: Ability to travel nationally and internationally University bachelor degree in a business discipline or relevant education Managed and implemented large projects of a complex nature Post-graduate qualification in Management Minimum 5 years leadership experience within the contact centre environment/context Able to facilitate training Job Details: Company: DHL Vacancy Type: Full Time Job Location: Johannesburg, Gauteng, SA Application Deadline: N/A Apply Here Vacancieshut.com
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