Contact Center Supervisor

Welcome to DHL eCommerce!

We are excited to announceanexceptionalopportunity within our organization for individuals seeking to join the dynamic world of DHL eCommerce. As part of our continuous growth and commitment to excellence, we are looking for talented professionals to contribute to our expanding global network.

At DHL eCommerce we provide a variety of international and domestic standard parcel delivery services in more than 35 countries around the globe. In selected markets we furthermore offer fulfillment services to customers. In line with the Group Strategy our aim is to be a leading provider of e-commerce related logistics. For this we are designing solutions across the entire DHL Group service portfolio for selected customers. As an integral part of the DHL Group, we leverage our extensive global network and cutting-edge technology to offer end-to-end e-commerce logistics solutions to our customers.

Joining our team means becoming part of a diverse and inclusive workplace culture that fosters collaboration, creativity, and personal growth. We value the unique perspectives and skills that each individual brings, and we believe that together we can achieve great things. As a global leader in logistics, DHL eCommerce offers unparalleled opportunities for career development and advancement, allowing you to unleash your full potential.

Deliver the full spectrum of DHL eCommerce Customer Service by providing professional, responsive and reliable service to our customers contacting us through the various interaction channels.

Ensure consistent and best-in-class customer services to DHL eCommerce Customers through effective planning, management, and staffing, supported by the deployment of appropriate enabling technologies, within the Customer Contact Centre environment and that productivity, quality and service level goals for Contact Center are achieved.

To have the mind-set and attitude that Customer Service is a key differentiator of our business. Manage day-to-day activities and to support as well as provide guidance to their peers

Core KPIs

• Service Level both Voice and Non Voice Channel
• Abandon Call Rate
• Call Quality & Chat Quality
• Customer Escalation
• Improvement Initiative
• Efficiency Initiative

Qualification

• Minimum 3 years experience in customer service role
• Bachelor Degree in related field
• Effective communication in English
• Able to demonstrate highly achievement in previous customer service role

Skills & Proficiencies

• Team Management
• Performance Management
• People Development
• Strong Excel, Problem Solving and Analytical skills
• Reporting Skill
• Presentation Skill
• Facilitation and training Skills

Customer

• Act as the primary escalation contact for customers and liaise with relevant departments on the service delivery to customers.
• To assist customers in resolving service issues, complaints and claims compensation promptly.
• Driving effective problem solving for customers.
• Enhance service experience through delivering professionalism and empathy when dealing with each individual customer with varying needs and demands.

Process

• Ensure first contact resolution provided by team in supporting customer request or handling of complaints and exceptions.
• Ensure timely management of complaints and enquiries escalations.
• Provide responsive reply to general customers enquiries or via other interaction channels that have requested a supervisor to rectify their situation to the best of our ability.
• Overseeing and assessing team productivity and activities, providing them with regular performance-related feedback and constructive coaching.
• Monitoring daily activities of customer service frontline operations as well as manage all KPIs targets through effective management of the Customer Service function.
• Provides quality service by enforcing quality and customer service standards.
• Continuously review and improve existing trace and service recovery processes to ensure relevance to the dynamic business. environment with a view towards establishing and maintaining a competitive advantage.
• Identify call center operational issues and customer issues and suggest customer experience improvements t o management.
• Prepare performance reports and analyze data to assist and advise management.

Stakeholder Management

• Liaise with Operations Team and other functions to achieve prompt and efficient resolution of customer issues and queries.
• Liaise with Sales and Operations departments to obtain advance information on upcoming marketing campaigns in order to determine call volume estimations
• Actively promote the exchange and adoption of new processes, procedures and work instructions to create more efficient as well as productive work systems.
• Interact with external customers in a professional manner for effective service recovery and/or pay visits where Service Recovery actions are deemed essential as an extension of customer care.