Backline Supervisor

**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

**Role Purpose**
Operate an effective Tracing and Service Recovery System and Customer Loyalty program aimed at the retention and growth of all customers.

**Customer - Internal**

Existing DHL Customers
- Interact with external customers in a professional manner for effective service recovery and/or pay visits where Service Recovery actions are deemed essential as an extension of customer care

Trace advisors
- Assist Tracing team to handle difficult and complicated issues that require consultation with solicitors or cases involving legal proceedings. (Assist them to handle issues as a consulting person)

Customer Retention and KAD Manager
- Support the customer care manager in leading and managing a team of Customer Service Agents in the Tracing function in the Customer Contact Centre to ensure best-in-class standards in DHL’s tracking and tracing service.
- Assist in designing Service Recovery system and empowerment model in the customer service department that will facilitate speedy resolution of service failures, customer complaints and other issues.

Stakeholder - Internal

Sub function Managers/Network Tracer Functions.
- Collaborate and co-ordinate with relevant staff within the DHL Network to ensure the tracing and service recovery systems function effectively.
- Work with Finance Department on service recovery or cases involving financial settlement upon coordinating with Customer Care team leader / manager.

**Process**

**Functional Roles**
- Establish and maintain the Service Recovery System to ensure service failures are promptly recovered to the satisfaction of customers to minimise negative impact on long term customer loyalty.
- Manage and monitor the individual agent’s daily workloads
- Identify, report on, evaluate and investigate recurring service problems
- Provide managerial support and guidance to all direct reports
- Continuously review and improve existing trace and service recovery processes to ensure relevance to the dynamic business environment with a view towards establishing and maintaining a competitive advantage.
- Support in establishing proper systems and processes for handling shipment claims and SII claims, covering registration, processing, resolution, analysis of root causes, reporting, corrective and preventive actions and follow-up audits to ensure compliance to preventive actions and communication to relevant departments for organisational learning.

**Information/Data management**
- Feedback collation from customer service to ensure proactive action is taken to enhance positive experiences and pre-empt potential service failures (resulting from non-action on negative comments)

**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.

**Maximising Revenue Generating Opportunities**
- Identify and promote areas with potential for revenue generation by generating leads, cross-sell, upsell services including value added services (e.g SII, TDX and the use of eCom tools)

**Budget Compliance**
- Support in developing and managing staffing, performance management, employee development and satisfaction, reward and recognition, training and development of a high-performance team.

**People - Management**
- Develop a high performance service culture within the Customer Service Department.
- Plan, organise and direct an efficient and effective team of customer service professionals.
- Develop KPIs with team members and monitor individual performance.
- Conduct performance review and coaching.
- Prioritise and 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**
- Communication skills, spoken and written (excellent)
- Negotiation and interpersonal skills (excellent)
- Analytical, organisational and motivational skills (excellent)
- People Management skills (excellent)
- Presentation skill (excellent)
- Facilitation and training skill (excellent)
- Customer facing and interaction skill (excellent)
- Technical skills (Call Management system, Quality monitoring system etc)

**Competencies**
Competency segment ‘Business’
**Customer Orientation**:Is focu