About this role
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.
Join our team and discover how an international network that's focused on service, quality and sustainability, is able to connect people and improve lives through the power of global trade. And not just for our customers, but for every member of our team too. To learn more about our culture, motivated people and our purpose, please visit www.dpdhl.jobs/express
ABOUT THE ROLE
Drive and facilitate service excellence within Customer Service by implementing continuous improvement programs, supporting performance development initiatives, enhancing team capabilities and identifying opportunities to improve customer experience, operational efficiency and service quality across the Customer Service function.
YOUR TASKS
- Support Customer Service managers in monitoring service quality, performance standards and continuous improvement initiatives.
- Assist in the administration and follow-up of quality audits to ensure achievement of customer service objectives.
- Work closely with Customer Service leadership teams to identify training needs and develop employee skills.
- Support onboarding programs, induction training and post-training evaluations for new team members.
- Conduct performance analysis and recommend development actions based on service results, trends and improvement opportunities.
- Manage customer follow-up activities and ensure adherence to customer contact and response objectives.
- Analyze Voice of Customer feedback and coordinate improvement actions with relevant departments.
- Collaborate with Regional Office teams to deploy Customer Service initiatives, projects and service excellence programs.
- Support Mystery Shopper programs and service quality benchmarking exercises.
- Conduct root cause analysis (RCA) on service incidents and identify corrective and preventive actions.
- Perform call monitoring, service audits and quality reviews to ensure adherence to customer service standards.
- Participate in customer visits alongside Sales teams when required and contribute to customer experience improvement initiatives.
- Develop, monitor and report on performance metrics and customer service KPIs.
- Support the maintenance of training databases, procedures, work instructions and operational documentation.
- Contribute to process improvement projects, benchmarking studies and customer service development strategies.
- Promote a high-performance culture focused on employee development, customer satisfaction and operational excellence.
YOUR PROFILE
Bachelor's Degree or equivalent qualification.
3 to 5 years of experience in Customer Service, Customer Experience, Performance Development, Quality Assurance or a related function.
Experience in designing and delivering training programs and coaching initiatives.
Experience in contact center operations and customer service environments.
Experience within the Express, Logistics or Service Industry is an advantage.
Strong analytical and problem-solving capabilities.
Excellent presentation, communication and stakeholder management skills.
Advanced proficiency in Microsoft 365 applications.
Knowledge of DHL systems and Power Apps is considered an asset.
Good command of French and English, both spoken and written.
Strong project management, organizational and leadership skills.
Competencies
Customer Orientation: Focuses on understanding customer needs and delivering high-quality service experiences.
Planning & Organizing: Effectively manages priorities, resources and improvement initiatives to achieve objectives.
Decision Making: Makes informed decisions based on performance analysis and business requirements.
Developing People: Supports employee growth through coaching, mentoring and capability development.
Building & Leading Teams: Encourages collaboration, engagement and high performance across teams.
Influencing: Gains commitment and drives positive change across stakeholders and departments.
Communication: Delivers clear, concise and impactful communication to all audiences.
Commitment to Excellence: Continuously seeks opportunities to improve service quality, processes and results