dhl ecommerce

Địa chỉ: Chưa cập nhật

Quy mô công ty: Hơn 500 nhân viên

Website: Chưa cập nhật

Hotline: Bạn cần đăng nhập để xem. Click để đăng nhập.

Email: Đăng nhập để xem


Customer Service Manager

Hạn nộp: 19-09-2019

Hình thức: Toàn thời gian cố định

Kinh nghiệm: Không yêu cầu kinh nghiệm

Số lượng tuyển: 0

Nơi làm việc: Hồ Chí Minh,

Ngành Nghề: Dịch vụ

Bằng cấp: Không yêu cầu bằng cấp

Mức lương : Thỏa thuận

Mô tả công việc

A. Job Purpose
To develop and/or execute Customer Service initiatives and strategies that will ensure best-in-class service is being delivered to DHL eCommerce Customers in support of country business imperatives and revenue growth. To drive the mind-set and attitude that Customer Service is a key differentiator of our business. To lead by example being an inspirational, caring and motivational leader.
B. Key Accountabilities
1. Main Accountabilities
a) Customer
• Provide direction for initiatives targeted towards improving service excellence and restoring confidence in service recovery incidents.
• Function as the key contact point for customers escalation issues, service issues, and any follow-up on issues assigned by the Country Managing Director.
• Drive continuous improvement to provide ease of use for our customers and act on feedback on a timely basis.
• Manage all KPIs targets through effective management of the Customer Service function.
b) Processes
• Develop strategies / initiatives to meet countrys business goals and targeted customers segments.
• Manage CS operations efficiently and effectively in order to meet customers expectations via phone, email, multiplatform mobile phone messaging service, website, etc., whilst adhering to stipulated service level standards.
• Initiate continuous improvement to processes and systems through knowledge of customers pain points provided through the different feedback channels (e.g. NPA, CSS, service incidents and complaints).
• Lead and drive customer satisfaction to achieve best-in-class standards and establish CS as a competitive advantage for our business.
• Reduce the cost of doing business by leveraging on technology, redefining or eliminating manual and redundant business processes.
• Develop a high performance service culture within the function.
• Conduct performance review and coaching.
c) Stakeholder Management
• Provide regular updates to Country Management Team on customers feedback, KPIs performance and areas of improvement, if any.
• Work closely with cross-functional teams to resolve customers issues and support business growth.
• Actively promote the exchange and adoption of new processes, procedures and work instructions to create more efficient as well as productive work systems.
2. Finance & Projects
• Plan the Annual Operational Plan on areas pertaining to the management of the Country CS function in tandem to business growth.
• Prioritise and manage the allocation of appropriate resources and commitment of staff to the achievement of Country and Regional objectives.
3. People Management
• Plan, organise and direct an efficient and effective team of Customer Service professionals.
• Develop KPIs and monitor individual performance using data. To provide regular feedback via coaching / mentoring.
• Motivating and retaining the best of customer service talents within DHL eCommerce to enhance customer service experiences for our customers as well as to develop staff to the maximum potential.
• To ensure it is a safe, fun and healthy environment to work in.

Yêu cầu công việc

A. Functional Experience
• Minimum 3 - 6 years of related industry experience preferred
• Minimum 3 years of management experience in a customer service environment preferred
• Experienced in contact center technology, would be an added advantage.
B. Education / Qualification / Certification Requirements
• Degree in Logistics / Business Management / Marketing & Communications / Entrepreneurship / Sociology
• 10 years of experience in a service industry will be considered.
• Proven experience in Sales or Marketing, Customer Relationship Management, Project Management and People Management preferred.
C. Language Requirements
• English and Vietnamese, level: excellent

Quyền lợi được hưởng

- Generali 24/7 Insurance, health insurance and social insurance
- PeP Expert Training, First Choice Training, BGER Training and Functional Training held by experts
- Professional, dynamic international working environment

Hồ sơ

Nội dung chưa cập nhật

Công việc gợi ý
Vị trí Customer Service Manager làm tại Hồ Chí Minh đang được dhl ecommerce tuyển dụng với mức lương Thỏa thuận.
Xem thêm các việc làm liên quan về Customer Service Manager ( Hồ Chí Minh) Customer Service Manager tại đây