Cs Performance and Development Executive
3 days ago
**YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS.**
Would you like to 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. DHL Express Egypt is the recognized market leader in Express logistics and an Employer of Choice - with a 2020 global ranking at #2
Do you want to make a difference? Then come to our "Insanely Customer Centric" Team and become a Certified International Specialist
**Overall Role Purpose**
Drive and facilitate the achievement of service excellence via the adoption of best demonstrated practices through improvement programmes (such as MSP) and identify areas of improvements within the department to reinforce strengths in the different sections of the CS Dept.
**Accountabilities**
- Assist the CS Section managers in the administration and monitoring of the quality auditing function of team to ensure the achievement and maintenance of service quality objectives.
- Work with the CS Section managers to upgrade the staff skills.
- Work closely with the CS Manager and CS Section managers whenever needed
- Support and manage NPA calls to ensure customers are contacted on time.
- Work closely with RO’s CS to implement regionally driven projects and initiatives in the country and identify areas or processes for service improvement and recommend specific CS-related improvement actions.
- Collaborate with RO to deploy a Mystery Shopper programme to drive Service Excellence based on independent assessments of service quality and benchmark against competitor performance in areas of the service delivery.
- Ensure the analysis of service incidents and failures is carried out to surface trends in service gaps and process weaknesses in the Customer Service Dept or other interfacing functional departments (e.g. Hub, Gateway, Network, Contractors, etc.) that may impact service excellence
- Work closely with CS Functional managers and supervisors to define post-training evaluation and coaching techniques to gauge training effectiveness, recommend changes where appropriate and identify strengths for reinforcement and weaknesses for further training
**Process**
- Support in conducting skills verification (tests) to ensure that relevant CS skills and competencies are current and effectively trained.
- Ensure post-implementation review of processes and analysis of data is carried out to gauge - where applicable and feasible - the effectiveness of implemented programs.
- Work with section managers to develop appropriate performance metrics for the evaluation of team skills
- Assist in the team to facilitate the achievement of the CS departmental goals.
- Perform scheduled call monitoring and service audits to (via various contact media in the Customer Contact Centre) that CS personnel are continually working towards delighting customers through consistent and excellent service standards.
- Coordinate and roll-out a specified number of CS frontline training for new recruits when required.
- Perform regular customers’ survey and provide the required analysis to enhance the overall customer experience.
**Strategic Planning for Customer Service Development and Budget Compliance**
Identify benchmarking exercises against competitor / cross-industry / network customer contact centres and carry out such exercises to surface best demonstrated practices and explore the viability of implementing these with a cost-benefit analysis and a business case justification.
Implementation of corrective and preventive actions to pre-empt recurrence in line with the focus on achievement of service excellence to customers.
**Information Management**
Guide on the construction of a database and support the CIS champion to ensure that training records are maintained and updated promptly.
Ensure that teams have a documented work procedures and instructions to reflect the latest and accurate information and that current practice reflect specified procedures.
**People - Management**
Develop a high performance service culture in coordination with customer service management team.
Plan, organise and direct an efficient and effective team of customer service professionals
Develop KPIs with section managers and monitor, track and report individual performance.
Manage the allocation of appropriate resources and commitment of staff to the achievement of Global, Regional and Country objectives and targets.
Identify training needs and opportunities to develop a highly skilled customer service department.
**Skills / Qualifications**
- Presentation skills (excellent)
- Customer-facing and interaction skills (excellent)
- Software skills (Word, Excel, PowerPoint, etc.) (excellent)
- Software skills (DHL Systems) (preferable)
- Communication skills, spoken and written (excellent)
- Negotiation and interpersonal skills (excellent)
- Leadership skills (ex
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