HEAD OF CUSTOMER SERVICES – TANZANIA RCS GRADE K

Reporting to the Country Manager, Tanzania Location – Dar es Salaam, Tanzania

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 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.

DHL provides a wide range of career opportunities at different lev­els all over the world. As an employee you will have the possibility to develop yourself personally and professionally through successful teamwork.

Together we build a company we can truly be proud.

CONNECTING PEOPLE. IMPROVING LIVES.

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