Job by DHL


Position: Head of Customer Service

Overall Role Purpose

Design, develop and execute customer service initiatives and strategies that will ensure service excellence and best-in-class service is delivered to DHL Customers to support country business imperatives and strategic plans in alignment with DHL’s global/regional strategy.


  • Provide direction for initiatives targeted towards improving customer service satisfaction, maximising revenue-generating opportunities, restoring customer confidence during service recovery incidents, developing plans for encouraging the use of eCom tools and devising plans to enhance customer loyalty
  • Drive achievement of all KPI targets through effective management of the Customer Service function in the country
  • Function as the key contact point for customer escalation issues, serious shipment-related incidents and follow-up on issues assigned by the Country General Manager
  • Manage contact center operations efficiently and effectively to meet customers’ expectations proactively via phone, mail, fax, email, or website whilst adhering to stipulated service level agreements.
  • Deploy creative service recovery initiatives to restore confidence in the event of service failure at the customer care and trace management sections.
  • Collaborate with the Sales / Key Account department to drive up customer loyalty from the country’s top accounts through the provision of personal, dedicated, proactive, and customised solutions to encourage customer loyalty and improve business volume and profitability
  • Work with the Customer Service Department to ensure all Customer Service staff is knowledgeable, competent, and skilled to consistently deliver best-in-class customer service and that Customer Service systems adequately support the needs of staff to execute their roles as well as the needs for performance and management reporting.

Regional Office & Subfunction Managers

  • Devise new projects, initiatives, and standards with the Regional office (where applicable) for the country’s Customer Service department through participation in workgroups and steering committees focused on revenue generation, programs enhancing eCom tools via automated modes and customer service programs focused on creating positive customer service experiences.
  • Liaise with Area Office, Worldwide Network, OPS, IT, etc for service development and enhancement to maintain our competitive edge
  • Work with HR manager to fulfill staff recruitment requirements, retention, and development initiatives

Legal Counsel

Co-ordinate legal cases arising from shipment-related incidents and claims and liaise with assigned legal counsels where necessary

Business Development and Management

  • Develop strategies to meet DHL’s company business strategy and vision in the country and target market
  • Initiate continuous improvement to processes and systems in service provision and service recovery through frequent and scheduled audits and analysis of service incidents and complaints.
  • Plan the annual operational plan for the department on areas on the Management of the country CS department

Driving Customer Service Excellence

  • Lead and drive customer satisfaction by providing best-in-class standards to establish and maintain a competitive advantage.
  • Ensuring the day-to-day operation of the Customer Service department complies with the Centre of Excellence (COE) standards.
  • Continuously drive quality improvement by providing leadership in addressing customer feedback received through various means e.g. NPA Customer Interaction Study and other forms.

Maximising Revenue Generating Opportunities

Identify and promote areas with potential for revenue generation to cross-sell, and upsell services including value-added services (e.g SI, TDX, Extended Liability, etc, and the use of eCom tools)

Standardization and Consistency of Practices

Motivating and retaining the best customer service talents within DHL to enhance customer service experiences for customers and develop staff to the maximum potential.

Technological Advancements

  • Reduce the cost of doing business by leveraging technology, and redefining or eliminating manual and redundant business processes.
  • Develop a high-performance service culture within the Customer Service Department.
  • Plan, organized and directed an efficient and effective team of customer service professionals.
  • Develop KPIs with team members and monitor individual performance.
  • Conduct performance review and coaching.
  • Prioritize and 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.


  • Customer Contact Centre Management skills (excellent)
  • Software skills (Customer Contact Centre systems, e.g. ACD, PABX, CRM, Workforce Management Systems, Quality Monitoring Systems, etc.) (working knowledge)
  • Negotiation and interpersonal skills (excellent)
  • Leadership skills (excellent)
  • Analytical, organizational, and motivational skills (excellent)
  • People Management skills (excellent)

Educational Qualification

  • Degree in Customer Service Management (Optional) or equivalent


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