DHL Vacancies Johannesburg – Senior Director Customer Services

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

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