Customer Contact Centre Supervisor
Mức lương: Thỏa thuận
Đã hết hạn nộp hồ sơ - 144 lượt xem
Ngày cập nhật: 11/03/2020
Thông Tin Tuyển Dụng
Hình thức làm việc: Toàn thời gian
Chức vụ: Nhân viên
Ngành nghề: Dịch vụ khách hàng, Xuất nhập khẩu
Mô tả công việc
- Lead, motivate and supervise a team of Customer Service Advisors to ensure that hotline calls are answered promptly, consistently and professionally in accordance to global CS process and standards
- Contribute and support revenue generation efforts by enhancing CS advisors' knowledge on DHL products and services, and developing their selling skills and techniques in order to encourage customer buy-in and sell these services during customer interactions
- Review rostering of staff to optimize resource utilization in order to maximize departmental capacity and flexibility to maintain operational effectiveness at all times
- Handle customer’s escalated cases from CSAs and assist in issue resolution with customers
- Communicate and implement the approved global CS program
- Identify and promote areas with potential for revenue generation to cross-sell, upsell services including value added services (e.g. SI, TDD, EXT and the use of ESS tools)
- Liaise closely with Ground Operations and Gateway staff to resolve and prevent recurrence of problems encountered by customers
- Collaborate with ground operations staff to jointly develop new or enhance existing procedures relating to pick up and deliveries to maximize customer satisfaction
- Work closely with the IT Function to leverage technology to automate front line contact center processes as well as formulate back up plans in times of outage
- Identify training needs and opportunities to develop a highly skilled CS workforce
- Develop IKOs/KPIs with team members and monitor individual and team performance
- Plan, organize and direct an efficient and effective team of customer service professionals.
- Contribute and support revenue generation efforts by enhancing CS advisors' knowledge on DHL products and services, and developing their selling skills and techniques in order to encourage customer buy-in and sell these services during customer interactions
- Review rostering of staff to optimize resource utilization in order to maximize departmental capacity and flexibility to maintain operational effectiveness at all times
- Handle customer’s escalated cases from CSAs and assist in issue resolution with customers
- Communicate and implement the approved global CS program
- Identify and promote areas with potential for revenue generation to cross-sell, upsell services including value added services (e.g. SI, TDD, EXT and the use of ESS tools)
- Liaise closely with Ground Operations and Gateway staff to resolve and prevent recurrence of problems encountered by customers
- Collaborate with ground operations staff to jointly develop new or enhance existing procedures relating to pick up and deliveries to maximize customer satisfaction
- Work closely with the IT Function to leverage technology to automate front line contact center processes as well as formulate back up plans in times of outage
- Identify training needs and opportunities to develop a highly skilled CS workforce
- Develop IKOs/KPIs with team members and monitor individual and team performance
- Plan, organize and direct an efficient and effective team of customer service professionals.
Yêu cầu ứng viên
- 4 years experience in leading (with a strong background in coaching, counseling and motivating) customer service teams in a Customer Contact center environment
- Experience in air express industry
- Diploma in Business (preferable) or equivalent
- Experience in air express industry
- Diploma in Business (preferable) or equivalent
Quyền lợi được hưởng
- Functional incentive
- Health insurance package
- Competitive salary
- Health insurance package
- Competitive salary
Cách thức ứng tuyển
Hồ sơ theo yêu cầu của nhà tuyển dụng khi liên hệ trực tiếp
Giới thiệu về công ty
DHL-VNPT EXPRESS LTD.
6 Thang Long Street, Ward 4, Tan Binh District, HCMC
Người liên hệ: HR Department
6 Thang Long Street, Ward 4, Tan Binh District, HCMC
Người liên hệ: HR Department
DHL – The Logistics company for the world DHL is the global market leader in the logistics industry and “The Logistics company for the world”. DHL commits its expertise in international express, air and ocean freight, road and rail transportation, contract logistics and international mail services to its customers. A ...Chi tiết
DHL – The Logistics company for the world DHL is the global market leader in the logistics industry and “The Logistics company for the world”. DHL commits its expertise in international express, air and ocean freight, road and rail transportation, contract logistics and international mail services to its customers. A global network composed of more than 220 countries and territories and about 300,000 employees worldwide offers customers superior service quality and local knowledge to satisfy their supply chain requirements. DHL accepts its social responsibility by supporting climate protection, disaster management and education. DHL is part of Deutsche Post DHL. For the latest news and happenings about DHL in Asia Pacific, visit http://press.ap.dhl.com. Ẩn chi tiết
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DHL-VNPT EXPRESS LTD.
Địa chỉ: 6 Thang Long Street, Ward 4, Tan Binh District, HCMC
Quy mô: 500-999 nhân viên
Việc làm tương tự
Customer Contact Centre Supervisor
Mức lương: Thỏa thuận | Hạn nộp hồ sơ: Đã hết hạn nộp hồ sơ