Head Of Customer Services – DHL

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 customersas 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-man- agement, 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 work place 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
Be part of the Senior Management Team in DHL Express Reunion
Analyse national market, customer information & develop a cus­tomer specific customer services strategy which is translated into a clear activity plan
Oversees the customer service budget on the country level
Minimum Requirements Education & experience
Completed Tertiary Education
Minimum of 5 years management experience
5 years’ operations management experience in a customer ser­vice / call centre environment

Core Competencies
Making Customers More Successful
Shaping direction
Driving high performance
Developing others
Developing self

Other Functional Competencies
Customer Service Management
Call Centre Technology management
Critical & problem solving skills
Strong financial and business acumen
Relationship Management

Method of Application
Should you meet the requirements for this job, kindly forward a comprehensive CV and Motivation Letter to

christopher.mboje@dhl.co.tz on or before 30 November 2020. We are looking forward to your application.