• Majengo
  • July 13, 2022

Customer Service Manager

  • Freelancer Type Folk Lift Operators
  • Project Duration Group
  • Level Computer Technician
  • English Level Construction
  • Languages English
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Description

Are you a motivated, organized individual seeking a challenging and rewarding opportunity in a fast-paced environment? Would you enjoy being part of a dedicated team that works together to create a relevant, memorable difference in the lives of our customers and employees? DHL Supply Chain is a world-class company, and we hire world-class people. People who aren’t afraid to work hard – in fact, people who want to work hard. Our Customer Service Managers do just that – every day, all day. They have the drive to lead, the passion for excellence, and the enthusiasm for team development that we need. They’re not just ready to face the challenges of the day – they’re psyched about it because they know they are a part of everyday life. If you’re looking for change, and you’re ready to make changes; we’re looking for you.

Job Description

This role is responsible for leading and directing all activities related to the Customer Service function of the business to ensure a customer-centric approach is maintained throughout the organization. Must ensure the achievement and maintenance of exceptional service standards, the development and implementation of cross-cutting policies for the resolution of customer queries, the management and control of customer service functions to maximize opportunities and drive growth profitability of various customer segments, as well as influencing the design of new products, procedures, solutions and systems by working closely with the different functions.

Responsibilities

• Ensures that all strategies are aligned with the four pillars of the company (motivated people, high quality of service, loyal customers and profitable network).

• Contributes to the Local and Regional Strategy, as well as in decision making.

• Apply, monitor and keep updated policies and procedures, with the aim of maintaining an outstanding level of customer service.

• Select, supervise, train, develop and evaluate staff, ensuring an adequate and well-trained workforce.

• Develops Sales and Customer Service strategies, policies and standards within the overall context of DHL.

• Formulates and communicates the Customer Service policies, the performance measures and the standards for the management of the Country, allowing an effective measurement of the results of sales and customer service.

• Lead the monitoring and evaluation of customer complaints to ensure prompt and courteous attention. Give short-term and long-term suggestions to correct problems as needed.

• Defines and establishes the communication strategy for the Customer Service area.

• Develops the planning of the Customer Service area in the medium and long term.

• Develop service offerings that require a unique local approach and oversee the development of appropriate solutions.

• Comply with what is established in the programs, manuals, procedures and instructions that apply within the SST.

• Develop and keep motivated the Customer Service team, as well as implement projects to ensure that the career line of your team is implemented and visible.

• Determines the organization structure, roles, responsibilities, and objectives for the Customer Service functions.

• Identifies training needs and opportunities to develop a highly qualified functional department.

• Develop a culture of quality, service excellence (for internal customers), flexibility, and cost awareness.

• Develop team spirit and multitasking capabilities within the team.

• Manages the allocation of appropriate resources and the commitment of personnel for the achievement of global, regional and national objectives and goals.

• Develop IKOs/KPIs with team members and monitor individual performance.

• Develop and promote DHL's corporate values.

Studies, Knowledge, Skills and Experience:

• Minimum Bachelor’s degree in Business Administration, Customer care, Sales/Marketing, Supply chain or relevant field.

• Graduate qualification, preferably a master's degree with an emphasis in related areas such as Customer Service and Attention, Sales, Marketing.

• Minimum experience of 5 years in similar positions in Management (preferred).

• Advanced English level.

• Strategic thinking and Strong analytical skills.

• Effective communication skills / interpersonal understanding.

• Ability to influence and negotiate at a managerial level.

• Customer oriented.

• Achievement oriented dynamic and initiative.

• Excellent commercial or business acumen.

• Knowledge of the business, market, product and process.

• Budget management and cost control skills.

• Strong Projects management and Presentation skills.

• Organizational and planning skills to develop customer service policies.

• Motivational skills and an ability to supervise and lead a team of customer service assistants.

• A commitment to improve your customer service skills on an on-going basis.

Why DHL?

DHL has a business casual environment and focuses on teamwork, associate development, training, and continuous improvement. We value each other's differences while recognizing individual strength. DHL never forget that you make us who we are; we work hard to make sure a career with DHL is as satisfying and successful as it can be. We offer competitive wages, excellent affordable insurance benefits (including health, dental, vision and life), 401K plan, paid vacation and holidays. DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, gender, national origin, disability, veteran status, and other protected characteristics. If you would like to be considered for this elite organization, please submit your recent Resume/CV and Cover letter immediately.

Skills Required

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Project ID:Kazi-4522-Project

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Project Proposals (10)

Samuel Avoga
  • 1 month ago
  • No Reviews
  • Kshs1,000.00
  • in 30 days

David Wawire
  • 1 month ago
  • No Reviews
  • Kshs5,500.00
  • in 6 days

I am looking for a job opportunity at your organization. I am computer literate with over 3 years of online and hand experience on matters relating to engineering, customer service management and production management. I have two years of both theoretical and hands-on experience in the manufacturing. I have completed my course, Certificate in ICT at National Industrial Training Authority , and graduated in 2020. I possess good team work abilities, leadership qualities, and the capacity to accomplish my responsibilities, evaluate production results and always thrive to act honestly and in the company’s best interests in a fast and efficient manner. You will see from my attached resume. I will appreciate if considered

alzebetor mwikali peter
  • 2 months ago
  • No Reviews
  • Kshs4,000.00
  • in 4 days

Hello, I am writing to express my interest in the technician work within your organization. I graduated from the University of Nairobi in 2018, where I pursued computer-related subjects. Through my studies and professional experience, I have developed strong technical skills and a deep understanding of the IT field. I have had the opportunity to work with various clients, delivering successful solutions tailored to their needs. These projects have allowed me to gain hands-on experience and enhance my expertise in the field. I am confident that my skills, coupled with my dedication and passion for technology, make me a suitable candidate for this position. I am eager to contribute to your organization\\'s success and growth. I believe my experience and skills align well with your requirements, and I am ready to take on the responsibilities that come with the role. Thank you for considering my application. I look forward to the opportunity to discuss how I can contribute to your team. If given the chance, I assure you that my work will exceed your expectations, and you will thank me later. Yours sincerely, alzebetor mwikali

John M Gikundi
  • 2 months ago
  • No Reviews
  • Kshs8,000.00
  • in 7 days

I am looking for a job opportunity at your organization. I am computer literate with over 8 years of online and hand experience on matters relating to engineering, customer service management and production management. I have five years of both theoretical and hands-on experience in the manufacturing. I have completed my course, Bachelor of Science in Mechanical Engineering at the Dedan Kimathi University of Technology, and graduated in 2016. I possess good team work abilities, leadership qualities, and the capacity to accomplish my responsibilities, perform machine assessments, evaluate production results and always thrive to act honestly and in the company’s best interests in a fast and efficient manner. You will see from my attached resume and recommendation letter that I possess the necessary skills and meet the qualifications to provide quality maintenance and production services. I would very much like to work with your organization in providing quality services and products for the good of the clients. Thank you for taking the time to review my resume. I look forward to your feedback.

CHRISTINE NJERI
  • 2 months ago
  • No Reviews
  • Kshs3,000.00
  • in 7 days

I am writing to express my interest in the Customer Service Representative position at your company, as advertised. With a proven track record in customer service and a strong commitment to enhancing customer satisfaction, I am excited about the opportunity to contribute to your team.

Derrick Abura
  • 2 months ago
  • No Reviews
  • Kshs4,000.00
  • in 7 days

Am writing this letter in response to the above mentioned job .I would ensure customer\'s satisfaction as first priority and work under minimal supervision

JOY AWINO OCHIENG
  • 2 months ago
  • No Reviews
  • Kshs4,000.00
  • in 7 days

I will ensure customer satisfaction as my first priority and adhere to work under pressure with minimal supervision .

  • 2 months ago
  • No Reviews
  • Kshs3,500.00
  • in 6 days

I ensure customer satisfaction is observed at all times and also work under pressure to meet set deadlines with no supervision

Nancy
  • 2 months ago
  • No Reviews
  • Kshs4,000.00
  • in 7 days

Brian
  • 2 months ago
  • No Reviews
  • Kshs3,800.00
  • in 7 days

I adhere to strictly work with minimal supervision

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DHL

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