dhl ecommerce

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THÔNG TIN CHI TIẾT CÔNG VIỆC

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.
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