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Head of Customer Service

Company DHL Express (Cambodia) Ltd.
Posted 15-11-2019
Closing date 24-11-2019
Term
Category Customer Service
Location Phnom Penh
Salary USD -- USD
Year of Experience
Number of hire
Sex Male/Female
Job level Top
Job Responsibilities:
* Provide direction for initiatives targeted towards:
- Improving customers’ satisfaction and loyalty
- Maximizing revenue generating opportunities
- Restoring customer confidence during service recovery incidents
- Driving continuous improvement through the DMAIC/PIW process
- Improving Net Promoter Score and resolving customers’ issues in a timely manner
- Drive achievement of all KPI targets through effective management of the Customer Service function in
the country
- Align the different business delivery teams within Customer Service to meet/exceed our customers’
promise as well as to support country business imperatives in alignment with our global/regional
strategy
- Manage contact center operations efficiently and effectively in order to meet customers’ expectations
proactively via phone, mail, fax, email or website whilst adhering to stipulated service level agreements
- Deploy creative service recovery initiatives to restore confidence in the event of service incidents at the
customer care and trace management sub‐function
- Collaborate to develop a strategy to manage the Key Account Support Team and increase customer
loyalty from the country’s top accounts through the provision of personal, dedicated, proactive and
customized solutions to encourage customer loyalty and improve business volume and profitability
- Work with the Customer Service Manager to ensure all Customer Service staff are knowledgeable,
competent and Skilled to consistently deliver best‐in‐class customer service and that all Customer
Service systems adequately support the needs of staff to execute their roles as well as the needs for
performance and management reporting
- Liaise with RO, Network Operations, IT, Sales, etc. for service development and enhancement to
maintain competitive edge
- Initiate continuous improvement to processes and systems in service provision and service recovery
through frequent and scheduled audits and analysis of service incidents and complaints
- Plan the annual operational plan for the department on areas pertaining to the Management of country
CS
- Identify and promote areas with potential for revenue generation to cross‐sell, up‐sell services
including value added services (e.g. SI, TDD, EXT and other Optional services etc.)
- Reduce the cost of doing business by leveraging on technology, redefining or eliminating manual and
redundant business processes
People Management

- Identify training needs and opportunities to develop a highly skilled CS workforce
- Develop IKOs / KPIs with team members and monitor individual, team and department performance
- Generates commitment, motivation and enthusiasm to company and division by motivating and
retaining the best of customer service talents within DHL to enhance customer service experiences for
customers
Job Requirements:
- Degree in Business/Marketing (preferable) or equivalent. Master Degree in Business preferable.
- 5 years operations management experience in a customer service/contact center environment
- Proven experience in sales or marketing, customer relationship management, project management,
and people management
- Good command in English both writing and speaking.
- Strong customer service orientation.
- Ability to prioritize and execute tasks in a high‐pressure environment and make sound decisions in emergency situations.
- Demonstrates a strong personal commitment to customer needs and corporate objectives.



* How to Apply:
- Interested candidates shall submit application (CV & Cover Letter) to DHL Express (Cambodia) Ltd as you
could see our information as below:
- Country Office : Unit 575 A‐B‐C of California Social House 571 – 575, Russian Federation Boulevard,
Phnom Penh, Cambodia
- Telephone: 023 992 618 , Ext: 814 & 822
E‐mail: [email protected]
- Website: www.dhl.com
Contacts:
Contact Person
Address Building 575 A-B-C, Russian Boulevard, Teuk Thla, Sen Sok, Phnom Penh.
Phone 023 992 618
Email [email protected]