Overall Role Purpose:
Accountabilities:
People – Management:
- Set directions, goals and objectives for CS function to support and achieve global, regional and country business and functional imperatives / strategic plans.
- Lead the CS staff in executing initiatives and strategies to meet goals and objectives as well as delivering best-in-class service to DHL customers.
- Drive Insanely Customer Centric Culture (ICCC) mindset across organization to ensure customer satisfaction.
Accountabilities:
People – Management:
| • Provide direction for initiatives targeted towards: |
| – improving customers’ satisfaction and loyalty |
| – maximizing revenue generating opportunities |
| – restoring customer confidence during service recovery incidents |
| – driving continuous improvement through the DMAIC/PIW process |
| – improving Net Promoter Score and resolving customers’ issues in a timely manner |
| • Drive achievement of all KPI targets through effective management of the Customer Service function in the country |
| • Align the different business delivery teams within Customer Service to meet/exceed our customers’ promise as |
| well as to support country business imperatives in alignment with our global/regional strategy |
| • Manage contact center operations efficiently and effectively in order to meet customers’ expectations proactively via |
| phone, mail, fax, email or website whilst adhering to stipulated service level agreements |
| • Deploy creative service recovery initiatives to restore confidence in the event of service incidents at the customer care |
| and trace management sub-function |
| • Collaborate to develop a strategy to manage the Key Account Support Team and increase customer loyalty from |
| the country’s top accounts through the provision of personal, dedicated, proactive and customized solutions to |
| encourage customer loyalty and improve business volume and profitability |
| • Work with the relevant managers to ensure all Customer Service staff are knowledgeable, competent and |
| skilled to consistently deliver best-in-class customer service and that all Customer Service systems adequately |
| support the needs of staff to execute their roles as well as the needs for performance and management reporting |
| • Liaise with RO, Network, OPS, IT, Sales, etc. for service development and enhancement to maintain competitive edge |
| • 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 the annual operational plan for the department on areas pertaining to the Management of country CS |
| • Identify and promote areas with potential for revenue generation to cross-sell, up-sell services including value added |
| services (e.g. SI, TDX, EXT and other Optional services etc.) |
| • Reduce the cost of doing business by leveraging on technology, redefining or eliminating manual and redundant |
| business processes |
| • Identify training needs and opportunities to develop a highly skilled CS workforce |
| • Develop IKOs / KPIs with team members and monitor individual, team and department performance |
| • Generates commitment, motivation and enthusiasm to company and division by motivating and retaining the best of |
| customer service talents within DHL to enhance customer service experiences for customers https://www.dpdhl.jobs/job/bangladesh/national-customer-services-manager/1886/10940128?fbclid=IwAR3tApDG0_kHFxm-X8C9DXjHOssoKd3DQL5Flcnw1mOgG-nAU1lhRgn0ov8 |