Customer Service Specialist

DHL Supply Chain


Date: 2 weeks ago
City: Dubai
Contract type: Full time
Job Purpose

Develop and administer customer service plans and programs to provide best-in-class services to customers and enhance customer satisfaction in line with business strategy, objectives, group guidelines, and policies.

Key Responsibilities


  • Execute customer service plans and programs for the assigned geography/business area.
  • Support customer service initiatives to enhance customer satisfaction.
  • Monitor the application of customer service processes and procedures.
  • Analyze the cost and effectiveness of customer service initiatives.
  • Contribute to process and system improvements.
  • Monitor and improve call center scorecards.
  • Provide guidance on customer service matters.
  • Respond to and resolve escalated customer inquiries.
  • Identify customer needs and support commercial opportunities.
  • Promote customer service capability development and upskilling.


Stakeholder Management


  • Collaborate with internal departments and external service providers.
  • Build strong cross-functional relationships.
  • Understand customer and stakeholder requirements.
  • Provide technical guidance to managers and employees.


Management Responsibility


  • Individual contributor role.


Skills


  • Customer Relationship Management (CRM)
  • Operations Management
  • Quality Control
  • Budgeting & Forecasting
  • Customer Satisfaction
  • Call Center Operations
  • Account Management
  • Stakeholder Management
  • Project Management
  • Influencing & Facilitation
  • Presentation & Storytelling


Qualifications

Education: Bachelor's Degree or equivalent qualification

Experience: More than 4 years

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