Head of Customer Service at Samsung Research and Development Center Israel

Windhoek, Khomas, Namibia -

Full Time

Start Date

Immediate

Expiry Date

14 Mar, 26

Salary

0.0

Posted On

14 Dec, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Contact Centre Management Skills, Software Skills, Negotiation Skills, Interpersonal Skills, Selling Skills, Leadership Skills, Analytical Skills, Motivational Skills, People Management Skills

Industry

Description

IT’S NOT JUST AN OPPORTUNITY TO GET ON THE CAREER LADDER IT’S AN OPPORTUNITY TO HELP THE WORLD GET ON TOGETHER Why do people call us the world’s most international company? Is it because we operate in more than any other logistics provider? Is it because we invented cross border shipping over 45 years ago? Or is it, perhaps, because what we do connects people across the world. And the more we can connect people, the better life on earth becomes. We love our role in the world and we’re looking for the right people to help us maintain and grow! 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. Key Requirements: • Manage contact center operations efficiently and effectively to meet customer’s 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 for driving up customer loyalty from the country’s top accounts through the provision of personal, dedicated, proactive and customized solutions to encourage customer loyalty and improve business volume and profitability • Devise new projects, initiatives and standards with regional office (where applicable) for the country Customer Service department through participation in workgroups and steering committees focused on revenue generation, programmes enhancing eCom tools via automated modes and customer service programmes 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 • Co-ordinate legal cases arising from shipment related incidents and claims and liaise with assigned legal counsels where necessary • 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 pertaining to the Management of the country CS department • Lead and drive customer satisfaction by providing best in class standards with a view towards establishing and maintaining a competitive advantage. Ensure the day-to-day operation of the Customer Service department is in compliance with the Centre of Excellence (COE) standards. • Continuously drive quality improvement with providing leadership in addressing customer feedback received through various means e.g. VOICE Customer Interaction Study and other forms. • Identify and promote areas with potential for revenue generation to cross-sell, upsell services including value added service • Motivating and retaining the best of customer service talents within DHL to enhance customer service experiences for customers and develop staff to the maximum potential. • Reduce the costs by leveraging technology, redefining or eliminating manual and redundant business processes. • Develop a high-performance service culture within the Customer Service Department. Skills: • Customer Contact Centre Management skills • Software skills (Customer Contact Centre systems, e.g. ACD, PABX, CRM, Negotiation and interpersonal skills • Selling skills • Leadership skills • Analytical skills • Motivational skills • People Management skills Minimum Requirements: • Degree in Business Management or equivalent • 10 years’ experience in a service industry • 5 years operations management experience in a customer service / contact centre environment • Proven experience in sales or marketing, customer relationship management, project management, and people management DHL is an equal opportunity employer and encourages applications from the designated groups e.g. women and persons with disabilities in terms of the Affirmative Action (Employment) Act No. 29 of 1998) We are looking forward to your application

Responsibilities

The Head of Customer Service is responsible for designing and executing customer service initiatives to ensure service excellence. This includes managing contact center operations, collaborating with sales departments, and driving customer satisfaction.