ACS Customer Service Manager - Europe

Would you like to become part of the world’s most international company?

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.

DHL Express is looking for an ACS Customer Service Manager - Europe for its office in Diegem, Belgium. The purpose of the role is to develop and manage a team of Customer Service Agents. To support the achievement of targets for service levels, customer satisfaction and where appropriate revenue generation.

• Handle escalated customer enquiries in a professional manner to reinstall the customer’s faith in DHL and avoid further escalation.
• Liaise with internal customers on issues relating to Customer Services.
• Adhere to all current HR policies and procedures, all current security procedures to ensure the safekeeping of all company and customer property and all statutory and company regulations outlined in the Health & Safety policy.
• Ensure that an effective local Quality Management System is in place which supports the ACS service performance objectives.
• Understand and be able to respond to Business Continuity Plan and Disaster Recovery.
• Identify and progress opportunities to improve business processes.
• Ensure that the department is compliant to Centre of Excellence criteria.
• Ensure the team workload is equally distributed and managed.
• Re-prioritise workloads to achieve the department / Team service levels.
• Manage a team of agents to achieve and maintain agreed service level targets by anticipating the workload volumes and ensuring adequate numbers of trained and qualified staff are available to handle that workload.
• Develop, lead, motivate and coach all members of the team to ensure maximum performance.
• Provide the necessary training and motivation to develop a team capable of delivering exceptional service.
• Set SMART individual objectives for all of their team and provide regular evaluation and feedback on performances to ensure that optimal service level is achieved.
• Recruit staff according to agreed standards to ensure that staffing levels and customer service quality remain at a superior level.
• Conduct and follow-up annual appraisals to ensure that key development plans are put in place to benefit both DHL and the individual.

• Strong leadership & communication skills to be able to deal / influence people across different functions and seniority levels
• Ability to think laterally, come up with innovative solutions and challenge the ideas of others
• Must be a team player with strong relationship and project management skills
• Solid business knowledge and experience, as well as an understanding of the airline cargo industry competitive environment
• Good understanding of technology
• Strong problem solving skills
• Results driven
• Ability to cope with tight deadlines
• Proven experience in managing and motivating a team of people (typically minimum of 2 years.)
• Experience of working within a Customer Services environment
• English language qualification both written and spoken

• Strong career support in an international environment
• Multifarious benefit program
• Access to comprehensive learning programs

If you are looking to further your career at the global market leader in Express logistics and are keen to be part of an organisation whose focus is to connect people and improve lives, we are interested to hear from you. Apply now - Mrs. Wendy Brune is looking forward to receiving your application!


CONNECTING PEOPLE. IMPROVE LIVES.
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