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Head of Customer Service Kenya job at DHL

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Job Detail

  • Job ID 1007297
  • Career Level  Others
  • Experience  5 Years
  • Industry  Management
  • Qualifications  Degree Bachelor

Job Description

Key activities
Customer Internal
Country Customer Service Management Function
• Provide direction for initiatives targeted towards : improving customer service satisfaction, maximising revenue generating opportunities, restoring customer confidence during service recovery incidents, developing plans for encouraging the use of eCom tools and devise plans to enhance customer loyalty
• Drive achievement of all KPI targets through effective management of the Customer Service function in the country

Senior Management Team
• Function as the key contact point for customer escalation issues, for serious shipment related incidents and follow up on issues assigned by the country General Manager

Required skills

• Analytical, organisational and motivational skills (excellent) • Customer Contact Centre Management skills (excellent) • Leadership skills (excellent) Negotiation and interpersonal skills (excellent) Software skills (Customer Contact Centre systems, e.g. ACD, PABX, CRM

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