YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS. Would you like to become part of the world's most international company in the world? A company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet. Do you want to make a difference? Then come to our "Insanely Customer Centric" Team and become a Certified International Specialist! YOUR TASKS:
The Control Tower Manager is responsible for leading our customer support team and to develop innovative solutions to enhance customer satisfaction.
The ideal candidate will have a strong background in customer service, excellent communication skills, and the ability to analyze and improve processes.
Act as the primary point of contact for escalated customer issues, ensuring timely resolution and high levels of customer satisfaction.
Build and maintain strong relationships with customers, understanding their needs and feedback.
Direct, coach, control and manage staff to ensure that they are developed to their maximum individual and collective skills, and that these skills and abilities serve to achieve optimum levels of service for DHL.
Maintain the departments collective knowledge of the DHL network to allow an accurate and precise consultation service for both internal and external customers.
Keep abreast of Global and Regional or local policies related to customer service effectiveness to stay ahead of the game as market leaders in Service Excellence.
Identify trends and recurring issues in customer support interactions, collaborating with cross-functional teams to develop effective solutions.
Create and implement strategies to enhance the overall customer experience.
Analyze support metrics and customer feedback to identify areas for improvement in processes and services.
Develop and maintain documentation, including FAQs, troubleshooting guides, and training materials for both customers and staff.
Prepare regular reports on customer support metrics, team performance, and customer satisfaction levels for senior management.
Use data-driven insights to propose strategic initiatives and improvements.
Motivate and drive the performance of customer support so that the team achieves their targets contributing to the business revenue.
Provide managerial support and guidance to all direct reports.
YOUR PROFILE:
Excellent interpersonal and communication skills
Proven ability to resolve customer conflicts and provide exceptional customer service
Strong attention to detail and analytical skills
Experience working effectively in a busy, fast-paced environment
Flexibility to work rostered hours, including scheduled breaks
5 years of proven People Management experience with strong coaching skills
Knowledge of setting and achieving group/individual targets and meeting sales/customer service objectives
Understanding of reporting tools and techniques for Customer Support & Tools team
Ability to build, lead, coach, and motivate a high-performing team
Strong problem-solving, negotiation, and influencing skills
OUR OFFER:
Strong career support in an international environment.
Great culture and colleagues.
Multifarious benefit programm.
Do you see a personal challenge in these versatile and responsible tasks? Then apply now! We look forward to receiving your application!
