Global CS Training & Development Lead

DHL Express (Schweiz); Saudi Arabia; On-site; SAR 180,000 - 300,000; Full time

Benefits offered by this job

Strong career support in an intl. env.

Great culture and colleagues.

Multifarious benefit programm.

Job summary

DHL Express (Schweiz) in Saudi Arabia is seeking an experienced Customer Service Senior Manager to lead coaching, training and quality initiatives across the CS function. You will ensure skill adequacy, drive audits, and collaborate with regional teams to improve service delivery in a global logistics network.

The role requires strong leadership, training, process improvement and people management skills to deliver exceptional customer experiences and ensure budget-aligned development programs

Qualifications

• Excellent presentation and training skills are essential.
• Strong customer-facing abilities and communication skills are required.
• Proficiency in MS Office and CS systems (ACD, CRM, CTI) is preferred.

Responsibilities

• Oversee CS staff training and coaching to ensure service excellence.
• Lead quality audits and develop KPIs to measure training impact.
• Collaborate with regional teams to implement service improvement initiatives.
• Plan and manage workforce rosters to meet call volumes and service levels.
• Coordinate CS training programs and post-training evaluations.

Skills

Presentation skills

Training facilitation

Customer-facing skills

Communication skills

Leadership skills

Project management

People management

Analytical skills

Organizational skills

Negotiation skills

Tools

CS systems (ACD/CRM)

DHL systems (MS Office)

Job description

DHL Express (Schweiz) in Saudi Arabia is seeking an experienced Customer Service Senior Manager to lead coaching, training and quality initiatives across the CS function. You will ensure skill adequacy, drive audits, and collaborate with regional teams to improve service delivery in a global logistics network.

The role requires strong leadership, training, process improvement and people management skills to deliver exceptional customer experiences and ensure budget-aligned development programs