Key Account and customer care managerDHL

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. 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.
Do you want to make a difference? Then come to our "Insanely Customer Centric" Team and become a Certified International Specialist!
YOUR TASKS:
Summary
Operate an effective Tracing and Service Recovery System and Customer Loyalty program aimed at the retention and growth of all customers, with emphasis on customers who are major revenue contributors to DHL. To support and provide best-in-class customer services to DHL Key Account customers.
Key Activities
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.
Assist Customer Care Executive, Customer Service Agent-Backline and Key Account Supervisors in handling difficult and complicated claim issues, complaints that require consultation with solicitors or cases involving legal proceedings. (Assist them to handle issues as a consulting person not as a person who helps the supervisor manager).
Consult the CS Manager and design the approved Service Recovery system empowerment model in the customer service department that will facilitate speedy resolution of service failures, customer complaints and other issues.
Support all key account functions in terms of complaint and claim handling, problem solving and other contractually agreed services communicated by the relevant Sales staff in order to develop a continuing business partnership.
Visit key account customers to listen to customers' needs and obtain first-hand assessment on DHL's service delivery performance to enhance the customer relationship.
Implement customer loyalty programs and measure their effectiveness.
Collaborate and coordinate 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 claim cases involving financial settlement.
Coordinate and liaise with key personnel in other functional areas, RO, Overseas DHL offices, GCC or within the DHL network to ensure effective delivery of Key Account customer services
Work with sales department for account acquisition, performance review and exploration of new business.
Carry out any task that is required by his or her superiors from time to time.
People Management
Develop a high performance service culture within the Customer Care and Key Accounts Department.
Plan, organise and direct an efifcient 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.
YOUR PROFILE:
Exhibits an exceptional degree of ingenuity, creativity, resourcefulness and empathy
Analyzes and resolves complex cross-functional issues
Well-developed relationship skills and ability to network with multiple levels of an organization and other business units * Presentation skills (excellent)
Facilitation and training skills (excellent)
Key account management skills
Customer-facing and interaction skills (excellent)
Software skills (Word, Excel, PowerPoint, etc.) (excellent)
Software skills (DHL Systems) (preferable)
Communication skills, spoken and written (excellent)
Negotiation and interpersonal skills (excellent)
Leadership skills (excellent)
Analytical, organisational and motivational skills (excellent)
Project Management skills (excellent)
People Management skills (excellent)
5 years in Customer Care or a related capacity
3 years in a management capacity in Customer Care or a related capacity
Experience in the Air Express industry (preferable)
Customer Contact Centre Management Skills, particularly in Customer Satisfaction and Service Excellence (excellent)
Degree (preferable) or equivalent
OUR OFFER:
Strong career support in an international environment. * Great Place to Work
Great Culture and Colleagues.
Multifarious Benefit Programs.
Do you see a personal challenge in these versatile and responsible tasks? Then apply now!
We look forward to receiving your application!
DHL

Makati City, Metro Manila
Permanent
Full-time