Customer Service Manager

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 country's 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

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