Customer Service Manager - Remote Work

Job Description:

As a Customer Service Manager at DHL, you will be responsible for managing a team of remote customer service representatives to ensure exceptional customer service delivery. Your primary duties will include overseeing the daily operations of the customer service department, providing guidance and support to team members, resolving customer escalations, and implementing strategies to improve overall customer satisfaction.

Responsibilities:
1. Manage a team of remote customer service representatives, including hiring, training, and performance evaluations.
2. Develop and implement customer service policies and procedures to ensure consistent service delivery.
3. Monitor customer service metrics and KPIs to identify areas for improvement and implement solutions.
4. Handle escalated customer issues and provide resolution in a timely and professional manner.
5. Collaborate with other departments to ensure a seamless customer experience.
6. Conduct regular team meetings to provide updates, share best practices, and address any issues or concerns.
7. Develop and deliver training programs to equip team members with the necessary skills and knowledge to excel in their roles.
8. Stay up-to-date on industry trends and best practices in customer service to continuously improve processes and performance.

Requirements:
1. Bachelor's degree in Business Administration or related field.
2. 5 years of experience in customer service management.
3. Demonstrated experience in leading remote teams.
4. Excellent communication and interpersonal skills.
5. Strong organizational and problem-solving abilities.
6. Proficiency in MS Office and customer service software.
7. Ability to work collaboratively in a fast-paced environment.
8. Hardworking and motivated.
9. Decision-making and presentation skills.

Company Benefits:
1. Visa sponsorship for eligible candidates.
2. Travel opportunities for training and conferences.
3. Free food provided during working hours.
4. Opportunity for unlimited personal and professional growth.

Equal Opportunity Statement:
DHL is an equal opportunity employer and is committed to diversity in the workplace. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or any other protected status.

Deadline to Apply:
March 12, 2024

Don't miss this exciting opportunity to join a leading global logistics company and make a difference in the world of customer service! Apply now.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.