Drive and facilitate the achievement of service excellence via the adoption of best demonstrated practices through improvement programs (such as CSS, MRM and MSP) and identify process gaps to create a more seamless department whilst managing counselling and coaching activities aimed at reinforcing strengths and bridging weaknesses in the different sections of the Customer Service Department.
Opportunity details Opportunity Type
Graduate Job
Applications Close
24 Feb 2022
Accepting International Applications
No
Qualifications Accepted
B
Accounting, Commerce & Finance
Business Administration & Management
Economics
Human Resources
Marketing, Advertising & Public Relations
Transport, Logistics & Procurement
C
Creative Arts (all other)
Fashion Design
Film & TV
Fine Arts
Graphic Design & Visual Arts
Journalism & Writing
Music & Performing Arts
Photography
E
Biomedical Engineering
Chemical Engineering
Civil Engineering & Construction
Communications Engineering
Electrical & Electronic Engineering
Engineering & Mathematics (all other)
Environmental Engineering
Fire & Safety Engineering
Geomatic Engineering
Geotechnical Engineering
Manufacturing Engineering
Mathematics & Statistics
Mechanical Engineering
Renewable Energy Engineering
Robotics & Mechatronics Engineering
F
Food & Hospitality
Personal Services
H
Anthropology & Geography
Classics
Criminology
Humanities (all other)
International Studies
Liberal Arts
Philosophy
Social Science (all other)
Theology & Comparative Religion
I
Bioinformatics
Computer Graphics & Animation
Computer Science (all other)
Computer Systems and Networks
Cyber Security
Data Science
Design & User Experience
Programming & Software Engineering
Video Game Development
L
Justice & Law Enforcement
Law
Legal Studies
M
Audiology & Speech Pathology
Biomedical Science
Chiropractic & Osteopathy
Exercise & Sports Science
Health Administration
Medical & Health Sciences (all other)
Medical Technology
Medicine & Medical Science
Naturopathy, Acupuncture & Complementary Medicine
Drive and facilitate the achievement of service excellence via the adoption of best demonstrated practices through improvement programs (such as CSS, MRM and MSP) and identify process gaps to create a more seamless department whilst managing counselling and coaching activities aimed at reinforcing strengths and bridging weaknesses in the different sections of the Customer Service Department.
Customer Service Senior Management (CS Section Managers) Ensure relevant skills and competencies in each customer service section are current and CS personnel are effectively trained to an acceptable standard to achieve service excellence by conducting skills verification (tests) when required to validate service standards. Work with the CS Section managers to provide coaching and training to customer service staff with the objective of upgrading their skills level. Assist the CS Section managers in the administration and monitoring of the quality auditing function of team leaders to ensure the achievement and maintenance of service quality objectives. Work closely with the CS Manager and CS Section managers on career progression planning for CS personnel. Regional Office and Subfunction Managers Work closely with RO's CS Development & Support Manager to implement regionally driven projects and initiatives in the country and identify areas or processes for service improvement and recommend specific CS-related improvement actions. Collaborate with RO to deploy a Mystery Shopper program to drive Service Excellence based on independent assessments of service quality and benchmark against competitor performance in areas of the service delivery. Ensure the analysis of service incidents and failures is carried out to surface trends in service gaps and process weaknesses in the Customer Service Dept or other interfacing functional departments (e.g. Hub, Gateway, Network, Contractors, etc.) that may impact service excellence. Work closely with CS Functional managers and supervisors to define post-training evaluation and coaching techniques to gauge training effectiveness, recommend changes where appropriate and identify strengths for reinforcement and weaknesses for further training. HR L&D Manager Work with HR L&D Manager to ensure appropriate external programs are planned for CS. People Management Develop a high performance service culture within the customer service department. Plan, organize and direct an efficient and effective team of customer service professionals. Develop KPIs with team members and monitor individual performance. Manage the allocation of appropriate resources and commitment of staff to the achievement of Global, Regional and Country objectives and targets. Identify training needs and opportunities to develop a highly skilled customer service department. Skills and Qualifications 1 year experience in a management capacity Experience in development of training materials and delivery of training Experience in contact center operations and environment, with emphasis on revenue generation activities Experience in the Air Express Industry, and experience in Customer Service (preferable Facilitation and training skills (excellent) Customer-facing and interaction skills (excellent) Software skills (Word, Excel, PowerPoint, etc.) (excellent) Software skills (Customer Contact Centre systems, e.g. ACD, PABX, CRM, CTI, IVR, Workforce Management Systems, Quality Monitoring Systems, etc.) (good working knowledge) Software skills (DHL Systems) (preferable) Communication skills, spoken and written (excellent) Negotiation and interpersonal skills (excellent) Analytical, organizational and motivational skills (excellent) We Offer Strong career support in an international environment Great culture and colleagues Multifarious benefit program Work rights The opportunity is available to applicants in any of the following categories.
#J-18808-Ljbffr
