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become part of the world's most international company in the world?
A
company that pioneered cross-border express delivery in 1969 and is now active
in more than 220 countries and territories worldwide. Do you want to be part of
a company that connects people worldwide? And the more people we connect, the
better life will be on our planet.
Do
you want to make a difference? Then come to our "Insanely Customer
Centric" Team and become a Certified International Specialist!
Job Overview
Tools, Technology and Projects – Manage
deployments and use of Customer Experience tools within MENA region including
taking a lead role in working with programme/project members and country teams
providing the expertise and make recommendations on all aspects to enhance
tools and technology in customer service to enhance Customer Experience.
Main Responsibilities
Global Customer Service
Work closely with the Regional/ Country CS Heads
and the other managers in the team in identifying, developing and supporting
on-going booking, enquiries, tracing, service recovery, claims and complaint
handling initiatives, in line with corporate and regional business goals and
objectives.
Lead and develop standardisation &
harmonisation of processes/standards/programs
Identify BDPs for sharing as well as
opportunities for improvement for action, and provide appropriate guidelines
and recommendation to Regions/countries relating to processes and customer
experience.
Other Global Functional Groups
Acts as the catalyst and focal contact point for
customer service in the designated Area, coordinating and facilitating
customers’ service-related matters to ensure issues and concerns are reflected
at the regional group level and initiatives and projects are completed on time
and have achieved targeted goals
DHL Customers
Function as the key contact point for the
highest complex level of customer escalation issues, for serious shipment
related incidents and follow up on issues.
Assist in managing cross-functional activities
DPDHL Divisions – Corporate, other Bus
Acts as the focal contact point for the customer
service in the designated Area, coordinating and facilitating customers’
service-related matters
Consulting firms (internal & external)
Manage the work of the identified vendor
business consultants to ensure contracted vendor deliverables are delivered on
schedule, within budget and meet the business requirements of Global office and
regional stakeholders.
Responsible for the overall project plan and
managing communications with DHL stakeholders to ensure that management is
aware for progress and team/project requirements
CS Tools and Technology
Lead responsibility for the successful delivery
of MENA Region & within respective countries programmes/projects on time,
to budget and of the right quality using the DP DHL’s standard project
management methodology.
Coordinate MENA regional and MENA country
requirements and business capability gathering to input into global
programmes/projects Business Requirements Statement.
Lead and manage the day-to-day
management in the delivery of the
programmes/projects, including taking a lead role in working with
programme/project members and provide the expertise to review and make
recommendations on all aspects of the project.
Monitor interdependencies and risks between the
programme’s and individual projects. Ensuring that these are fully assessed,
mitigated and highlighted to the Project Board as appropriate.
Manage the change control procedure and ensures
that programme/project deliverables are completed within planned cost,
timescale and resource budgets, and are signed off. Gains agreement for
revisions to the programmes/projects from project sponsors and stakeholders.
Test and accept the deployment of Customer
Service tools for the MENA region.
Conduct post implementation reviews to evaluate
and share best practices and areas of opportunity for future programmes and
projects.
Finance and Projects
Drive cost & productivity management from a
regional and country perspective based on overall business direction (e.g. best
in class sizing and productivity goals)
Ensure all project deliverables are delivered on
schedule, within budget and meet the business requirements of Global office and
regional stakeholders.
Driving Customer Service Excellence
Lead and drive customer satisfaction by
providing best-in-class standards with a view towards establishing and
maintaining a competitive advantage.
Driving the day-to-day operation of Customer
Service departments in compliance with the Centre of Excellence (COE) standards.
Continuously drive quality improvement by providing
support with required tools and processes to coordinate customer feedback
through various tools e.g NPA, PCIS, Customer Interaction Study and other
forms.
Maximising Revenue Generating Opportunities
Identify and promote areas with potential for
revenue generation to cross-sell, upsell services including value-added
services (e.g SII, TDX and the use of eCom tools)
Standardisation and Consistency of Practices
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.
Technological Advancements
Reduce the cost of doing business by leveraging
technology, redefining or eliminating manual and redundant business processes.
People – Management
Assist the Regional Head to
Develop high-performance Service Culture by
developing KPI’s to support quality performance within the region.
Prioritize and manage the proper allocation of
resources and staff to countries and departments
Education
& Experience Qualifications
Experience in the Express/Logistics industry
would be advantageous
Experience in a Customer Service environment
Management role within Customer Service in the
country would be advantageous
Demonstrated strong project management experience
Proven skills and knowledge in
developing/deploying Tools & Technology, Developing processes and managing
process improvement initiatives
Experienced in developing comprehensive, timely
and accurate processes and standards
Experience in a regional role would be
advantageous
Worked in multiple countries would be
advantageous
Tertiary Education
Communication skills, spoken & written
(excellent)
Presentation skills (excellent)
Software skills (Word, Excel, PowerPoint &
Visio) - (excellent)
Knowledge/Experience on Business Process Model
and Notation (BPMN) would be advantageous
Systems Engineering or Communications Technology
Experience would be advantageous
Posting Legal Entity DHL
International B.S.C.(c)
https://dhlexpress.taleo.net/careersection/startseite/jobdetail.ftl?job=22004XF&lang=en
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