Senior Director Customer Services

Dhl Germany; Johannesburg; On-site; ZAR 600,000 - 900,000; Full time

Job summary

A leading logistics company seeks a Customer Service Manager in Johannesburg to design and execute customer service strategies, ensuring best-in-class service delivery. The ideal candidate will have extensive experience in logistics, manage high-performing teams, and drive customer-centric initiatives. Qualifications include a bachelor's degree and significant leadership experience in a contact center environment.

Qualifications

• Minimum 8-10 years' experience in contact centre environment, preferably in Logistics.
• At least 5 years of leadership experience.
• Able to facilitate training.

Responsibilities

• Design and develop customer service initiatives to ensure service excellence.
• Oversee daily operations of Customer Service teams.
• Liaise with various departments to align customer service strategies.

Skills

Leadership

Customer Service

Project Management

Analytical Skills

Education

University bachelor degree in business discipline

Post-graduate qualification in Management

Job description

IT'S NOT JUST AN OPPORTUNITY TO GET ON THE CAREER LADDER.

IT'S AN OPPORTUNITY TO HELP THE WORLD GET ON TOGETHER Why do people call us the world's most international company?

Is it because we operate in more countries than any other logistics provider?

Is it because we invented cross border shipping over 45 years ago?

Or is it, perhaps, because what we do connects people across the world.

And the more we can connect people, the better life on earth becomes.

We love our role in the world.

And we're looking for the right people to help us maintain – and grow it.

People like you.

Role Context Design, develop and execute customer service initiatives and strategies that will ensure service excellence and delivery of best-in-class service to DHL customers as a Trade Facilitator by Regulators and Customers.

Key responsibilities Design, develop and execute customer service initiatives and strategies that will ensure service excellence and best-in-class service is delivered to DHL Customers to support country business imperatives and strategic plans in alignment with DHL's global / regional strategy.

Take part in and ensure the smooth consistent daily running of the Customer Service across teams including coaching KPI-management, securing workforce management planning and calibrating quality standards.

Be Chief Energy Officer for the CS management team and play an active part in engaging our motivated managers and CS international specialists and achieve high levels of engagement and motivation for the benefit of our workplace and the customer experience.

Be custodian of our customer experience by collecting Voice of Customer, responding to escalated customer complaints and drive initiatives to enhance our Insanely Customer Centric service offering across functions.

Coach and liaise with stakeholder on projects, challenges and optimizations within the framework of our DHL Express standards.

Coach and develop the CS management team and support their leadership of their teams.

Analyse national market, customer information & develop a customer specific customer services strategy which is translated into a clear activity plan.

Develops and implements systems, standards, targets, and customer feedback mechanisms to monitor customer service performance and ensure activities are efficient, consistent, reliable, and high quality.

Liaise with Regional Office, Worldwide Network, OPS, IT, CPD, etc., to ensure customer service strategies and activities are integrated with other parts of the business and aligned with overall objectives to maintain our competitive edge.

Oversees the customer service budget on the country level.

Minimum Requirements University bachelor degree in a business discipline or relevant education Post-graduate qualification in Management Minimum 8-10 years' experience within contact centre environment, preferably in Logistics / Courier or service-oriented business, at a senior level Minimum 5 years leadership experience within the contact centre environment Managed and implemented large, complex projects Ability to travel nationally and internationally Able to facilitate training We are looking forward to your application.

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Customer Service • Johannesburg, Gauteng