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
Education: Bachelor's Degree or equivalent qualification
Experience: More than 4 years
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.
- 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.
- Individual contributor role.
- 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
Education: Bachelor's Degree or equivalent qualification
Experience: More than 4 years
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