Địa chỉ: Chưa cập nhật
Quy mô công ty: Hơn 500 nhân viên
Website: Chưa cập nhật
Email: Đăng nhập để xem
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
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
• 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.
• 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.
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
- 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
Nội dung chưa cập nhật
Mức lương: 7 triệu - 10 triệu Triệu Đồng
Vị trí: Toàn thời gian cố định
Hồ Chí Minh,
Mức lương: 10 triệu - 15 triệu Triệu Đồng
Vị trí: Toàn thời gian cố định