Customer Inquiry Manager

Overall Role Purpose: Ensure consistent and best-in-class customer services (24 x 7 in applicable countries) to DHL Customers through effective planning, management, and staffing, supported by the deployment of appropriate enabling technologies, within the Customer Contact Centre environment.
Accountabilities

Customer Internal/External:

Senior Manager Customer Service:

• Responsible for the management of day-to-day operations of the contact center and ensure adherence to processes, systems and schedules to drive service excellence, quality, productivity and maximize revenue generating opportunities
• Function as the contact point for escalated customer complaints and handle such cases effectively and professionally, exhibiting proactivity and responsiveness to customer issues.

Stakeholder Internal

IT support:

• Support Country IT in management of related technology like IQ, ACD, AVAYA, workforce Planning systems where necessary, and other DHL CS systems used by the contact center staff (e.g. CSV) by giving user feedback of performance and design.

Regional Office and Sub function Managers:

• Collaborate with RO, cross functional and teams to support revenue generating activities service excellence initiatives eg campaigns, new promotions, products and services for roll-out in the country
• Liaise with RO, Hub, Gateway, Ops and relevant departments to launch new initiatives for performance enhancement and ensure its smooth implementation to the country office

Training & Development Manager:

• Liaise closely with HR to evaluate training, retraining needs of staff and identify training gaps to keep staff abreast of changing needs of DHL customers.
• Plan and manage CIS trainings for the customer service team.

Planning Strategies:

• Review and improve existing customer contact handling processes to ensure relevance to the dynamic business environment with a view towards establishing and maintaining a competitive advantage.
• Participate in regional steering workgroups such as project teams and workshops, representing the country office or CS function, as assigned by the CS Manager.

Driving Customer Service Excellence:

• Lead and drive customer satisfaction by providing best in class service to customers in order to gain a more competitive advantage in business

Maximizing Revenue Generating Opportunities:

• Identify and promote areas with potential for revenue generation to cross-sell, upsell services including value added services (e.g. SII, TDX and the use of ECom tools)

Project development and technological advancements:

• Identify enabling technologies and systems that will enhance performance, revenue generating and quality. Work with other sections (e.g. ECom) to enhance customer experience and add-value (e.g. introduce self-service where applicable).

Budget Compliance:

• Ensure that AOP Budget for revenue generation in the CS Department is met and achieved.
• Manage and drive initiatives in the Customer Contact Centre within the approved budget.

Technological Advancements:

• Reduce the cost of doing business by leveraging technology, redefining or eliminating manual and redundant business processes.

People - Management:

• Develop a high performance service culture within the Customer Service Department.
• Plan, organize and direct an efficient and effective team of customer service professionals.
• Develop IKOs/KPIs with team members and monitor individual performance
• Conduct performance review and coaching
• Prioritise and manage the allocation of appropriate resources and commitment of staff to the achievement of Global, Regional and Country objectives and targets
• Identify training needs and opportunities to develop a highly skilled Customer Service Department.

Overall goals / Typical measures:

• Employee satisfaction.
• Unplanned staff turnover.
• Employee development.
• Succession planning.
• Employee accountability and performance

Skills / Qualifications:

Key capabilities:

• Customer Contact Centre Management Skills
• Software skills (DHL Systems)
• Technical Skills (Contact center management systems, e.g. ACD, AVAYA, CRM, CTI, IVR, Workforce Management Systems, Call Management Systems, Quality Monitoring Systems, etc.) (excellent)
• Analytical, organizational and motivational skills (excellent)
• Project Management skills (excellent)
• People Management skills (excellent)

Competencies:

Competency segment ‘Business’:

• Customer Orientation: Is focused on identifying and understanding each customer’s needs. Expresses and acts on desire to assist customers in an efficient and friendly manner.
• Planning & Organizing: Sets clear and realistic goals and objectives. Establishes a course of action and a sequence of steps to ensure that activities and objectives are efficiently achieved. Is structured with good personal organization. Schedules time effectively and uses efficient work methods and tools.
• Decision Making: Makes timely and appropriate choices based on accurate analysis and experience. Uses sound judgment even in conditions of uncertainty. Anticipates impact of decisions and plans how to manage risk.

Competency segment ‘Leadership’:

• Developing People: Facilitates the development of others through personal involvement in coaching, mentoring and sponsorship. Creates an environment that fosters learning, growth and development to improve DHL's capability to achieve the strategic vision.
• Building and Leading Teams: Knows the talent* needs of the team. Attracts and develops the people who can meet those needs. Encourages effective cooperation among team members and between teams. Inspires team spirit and the commitment to achieve high standards of performance.

Competency segment ‘Personal’:

• Influencing: Persuades others of the value of an approach or idea. Gains commitment and support and gets others to willingly take action.
• Communication: Provides both verbal and written information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style, tools and mode to the needs of others. Listens attentively, and summarizes or asks questions, when needed, to clarify information.
• Commitment to Excel: Challenges self and others to exceed standards and achieve extraordinary results, striving for best in class. Is not easily deterred when obstacles or delays are encountered.

Expected years of experience (Minimum):

• 5 years of experience in a related capacity.
• 2-3 years’ experience in an operations management capacity in a similar -sized Customer Contact Centre.

OUR OFFER:

• Strong career support in an international environment.
  
• Great culture and colleagues.
  
• Multifarious benefit program.
  

Do you see a personal challenge in these versatile and responsible tasks? Then apply now!
We look forward to receiving your application!