Global Freight Project Expeditor - Customer Service Lead

DHL; Abu Dhabi; Sur place; Confidential; Plein temps

Avantages offerts par ce poste

Competitive salary

Global exposure

Résumé du poste

DHL Global Forwarding in Dubai, United Arab Emirates, is seeking a Project Expeditor to develop and administer customer service plans and programs to provide best-in-class services and enhance satisfaction.

The role involves executing plans, tracking processes, analyzing costs, advising on service improvements, responding to inquiries, and coordinating with cross-functional teams to deliver exceptional customer support.

Qualifications

• Bachelor’s Degree or equivalent experience/qualification.
• More than 4 years of experience.
• Develop and administer customer service plans and programs to provide best in class services to the customers and enhance customer satisfaction in line with business strategy and objectives, Group guidelines and policies.

Responsabilités

• Execute customer service plans and programs for the defined geography/ business area.
• Support customer service initiatives and activities to provide superior services and enhance customer satisfaction.
• Track day-to-day application of customer service processes and procedures in line with the standard global/ regional processes to maximize effectiveness.
• Analyze cost and effectiveness of initiatives to support prioritization of spending and resource allocation.
• Contribute to processes and systems for enhanced customer service.
• Monitor and propose call center score cards improvement measures.
• Advise on customer service related matters for business decisions and programs.
• Respond to customer service inquiries, coordinate to resolve escalated inquiries.
• Identify customer needs, collaborate with appropriate commercial owner or up-sell if applicable.
• Seek cooperation from leaders within customer service to invest in initiatives to upskill customer service employees.

Formation

Bachelor’s Degree or equivalent experience/qualification

Description du poste

DHL Global Forwarding in Dubai, United Arab Emirates, is seeking a Project Expeditor to develop and administer customer service plans and programs to provide best-in-class services and enhance satisfaction.

The role involves executing plans, tracking processes, analyzing costs, advising on service improvements, responding to inquiries, and coordinating with cross-functional teams to deliver exceptional customer support.