Healthcare Customer Experience Manager

DHL Supply Chain; Sydney; On-site; Confidential; Full time

Benefits offered by this job

World class training

Annual bonuses

Staff engagement opportunities

Employee recognition

Perk-Box access

Job summary

DHL Supply Chain in Sydney is seeking a Customer Service Manager who will lead a team of Customer Service Supervisors serving our Direct to Market healthcare customers. Reporting to the National Customer Service Manager, you will guide operations and ensure timely resolution of inquiries and issues.

You will coach staff, monitor performance, drive continuous improvement, collaborate with internal and external stakeholders, and contribute to our automation plans while maintaining a high standard

Qualifications

• Requires experience leading a customer service team at supervisor level or higher.
• Proven leadership, motivation, and development of staff.
• Strong problem-solving and decision-making skills for fast solutions.
• Excellent communication and influencing skills with stakeholders.

Responsibilities

• Lead and coach a team of Customer Service Supervisors to deliver exceptional service.
• Monitor shift operations and ensure timely resolution of inquiries, issues and complaints.
• Serve as escalation point for complex or high-priority customer issues.
• Collaborate with internal and external stakeholders to address customer requirements.
• Track and report performance metrics and drive continuous improvements.
• Contribute to continuous improvement and automation plans for the customer service function.

Skills

Leadership

Coaching

Communication

Problem solving

Time management

Team management

Stakeholder management

Job description

DHL Supply Chain in Sydney is seeking a Customer Service Manager who will lead a team of Customer Service Supervisors serving our Direct to Market healthcare customers. Reporting to the National Customer Service Manager, you will guide operations and ensure timely resolution of inquiries and issues.

You will coach staff, monitor performance, drive continuous improvement, collaborate with internal and external stakeholders, and contribute to our automation plans while maintaining a high standard