Customer Contact Supervisor – Omni Channel 1
DHL International GmbH
Heredia, Provincia de Heredia, Costa Rica
hace 3 días

Heredia, Provincia de Heredia, Costa Rica DHL Express req81520 Would you like to be part of the most international company in the world?

Does being a valued member of an organization operating in more than 220 countries worldwide which pioneered cross-border express shipping in 1969 sound great?

Do you want to make a real difference as part of a fast paced business that connects people across the globe? Then join DHL Express and become a key member of a dynamic team of more than 90,000 passionate Certified International Specialists spread across the globe.

to join in our team in US Customer Service Costa Rica Site. Accountabilities : Customer Service Manager

  • Develop and monitor the application of customer service policies / procedures and implement and improve processes through identification of operational changes that have an impact on customer satisfaction and call center efficiency.
  • Monitor the quality of inbound and outbound telephone calls and manage special projects designed to enhance service.
  • Utilize your leadership skills by managing customer service representatives to ensure smooth and effective delivery of service as well as administering and coordinating the departments polices and budget to ensure cost effective operations.
  • Coach your assigned team as well as assigning work, supervising, setting completion dates, reviewing work and managing performance in accordance with organizational policies and customer service management processes.
  • Partner with other managers & Supervisors of CS teams to communicate business observations as well as assisting customer service representatives with complex customer service issues.
  • Effectively handle escalated and unresolved calls ensuring that service levels are met in a timely manner and approve special price concessions, quotes, bid allowances, and adjustments.
  • Handle customer escalated cases from CSAs and assist in issue resolution with customers.

  • Work with the Customer Service Manager to communicate and implement the approved procedures registering bookings, revenue generation, E-
  • Com promotion, and responding to shipment tracking inquiries in accordance with DHL policies and country specific requirements.

  • Ensure compliance by Customer Service staff.
  • Handle any overflow of calls from the Frontline where necessary. Process :
  • Work closely with the IT functional department to leverage technology to automate front line Customer Service processes as well as execute contingency plans in times of outage.
  • Identify, quantity, report, and monitor until resolved errors discovered in CS desktop applications and the DHL-USA Website.
  • Liaise closely with Field Operations, Gateways, and customer care areas in service recovery situations and / or to resolve and prevent recurrence of problems encountered by customers.
  • Collaborate with Field Operations staff, CS Project Mgt, CS Training Specialist, etc. to jointly develop new or enhance existing procedures relating to pick up and deliveries to maximize customer satisfaction. Training Function
  • Administer and develop job aids and communication pieces to announce and / or reinforce country and global processes / procedures and optimal system usage. Customer Service Function
  • Enhance Customer Service Advisors’ understanding and knowledge of DHL Express products and services, in order to encourage customer buy-
  • in and sell these services during customer interactions.

  • Ensure schedule adherence and optimal resource utilization and productivity in order to ensure departmental capacity and flexibility to maintain operational effectiveness at all times.
  • Lead, motivate and supervise Customer Service staff to ensure that all Customer Contacts are answered promptly and consistently in accordance to stipulated performance standards aligned to current DHL Worldwide Express standards.
  • Handle any overflow of calls from the Frontline where necessary Process Improvement
  • Identify and document opportunities for process improvement, assume ownership for securing approval and implementation.
  • Continually inspect COE-related elements to ensure compliance. 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.
  • Maximizing Revenue Generating Opportunities

  • Identify and promote areas with potential for revenue generation to cross-sell, upsell services including value added services (e.
  • g SVP, time definite & day definite services, and the use of eCom tools).

  • Develop / leverage revenue contests / incentives to drive engagement and results People Management :
  • Supervise and ensure staff discipline
  • Conduct staff performance appraisal
  • Partner with Human Resources and Training to on board and orient new hires.
  • Recruiting (for locations with no on site HR resources) : 1. Participate in all facets of recruiting process including pre-
  • screening, interviews, skills assessments, and on / offsite job fairs. 2. Maintain records associated with recruiting activities.

  • Conduct performance review and coaching.
  • Employee Retention : Create & foster an organizational culture where the corporate values of respect & results are equally supported.
  • Continually increase manager relevancy and strengthen the supervisor / employee relationship leading to higher employee engagement & retention.

  • Provide regularly scheduled coaching and feedback sessions with employees to ensure clear understanding of goals while creating a positive environment for employees to develop to their full potential.
  • Provide opportunities for future growth and development.
  • Recognize and reward excellence in performance. Skills / Qualifications
  • Facilitation and training skills (excellent)
  • Software skills (Customer Service systems, e.g. ACD, MS Office, Quality Monitoring Systems, etc.) (excellent)
  • Software skills (DHL Systems) (preferable)
  • IT skills relating to PCs & peripheral devices i.e. printers, monitors, etc., (basic troubleshooting)
  • Negotiation and interpersonal skills (excellent)
  • Leadership skills (excellent)
  • Analytical, organizational and motivational skills (excellent)
  • People Management skills (excellent) thoroughly understanding specific aspects of Customer Service area and its practical application to problems and situations ordinarily encountered
  • Applying your creative and innovative thinking skills in bringing successful resolutions to high-impact, and complex problems
  • Having an extensive depth of expertise and knowledge in specialized functions or business areas
  • Highly motivated, competitive, and a self-starter individual
  • Being computer proficient with Microsoft Office tools
  • No warnings in the last 6 months (Must) Expected years of experience (Minimum) 2-4 year experience in related field (desired) 2 years of experience in leading customer service teams in a Customer Service environment, desired.
  • With a strong background in coaching, counseling and motivating) : To Be Defined DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.

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