POSITION: Head of Customer Services
REPORTS TO: Country Manager
LOCATION : Lesotho
COMMENCEMENT DATE: 01/03/2015
ROLE
DESCRIPTION
To provide leadership and direction to a of frontline Customer Service employees in an
inbound call centre set up, an d who are responsible f or providing quotations to customers;
booking collections, tracking shipments and dealing with various types of enquiries and
complaints. Strive to achieve all KPI’s relating to the position, including Grade of Service,
Abandoned Calls; revenue targets f or sales of insurance an d time definite de liveries and
cost control. Ensure that all staff delivers best in class customer service to ensure customer
satisfaction, brand loyalty and repeat business.
QUALIFICATION/
EXPERIENCE
Essential Requirements
Proven experience in managing and motivating teams of people.
Experience of working within a Call Contact Centre environment and/ or sales experience
5 years supervisory experience
Proven experience of dealing with varied customers and complex issues.
3 years DHL knowledge and/ or industry experience.
Good knowledge of local work legislation applicable to the Contact/ Call Centres.
Strong understanding of Contact/ Call Centre Technology and electronic access methods, such
as ACD, IV R, WFM and WEB.
KEY RESPONSIBILITIES
Staffing
Manage the process of recruiting, training and scheduling of staff to ensure that there are
always sufficient staff to answer the calls. With lead times in excess of 6 weeks, this means
proactively identifying potential gaps at least 8 weeks ahead of the curve.
Identify trends with regard to call arrival patterns; staff absenteeism and other factors
affecting the availability of staff to answer calls, and take actions to address the shortfall.
Plan and manage leave to ensure that staffing needs are met based on varying seasonal
customer demand. Manage productivity to maintain efficiency with the department.
Make use of times when the department is overstaff to conduct cross-training to ensure that
the more specialized functions are covered during absence of regular staff.
Keep overtime to a minimum – explore alternative options and monitor all overtime claimed
to ensure that it is paid correctly. Make sure that overtime worked by an individual does not
exceed the legal limit at any time.
Complain Handling
Deal with all escalated customer complaints effectively and efficiently to improve customer
satisfaction and repeat business.
Use alternative service recovery options to reduce the cost of service recovery w here possible.
Take corrective action at a root-cause level f or each complaint received to try and prevent a
repeat event. Write apology letters as required by the customer.
Training and Development
Work with supervisors to ensure that employees receive ongoing training and coaching to
improve the service they give to customers and to improve morale and motivation within the
department.
Ensure supervisors spend at least 50% of their time coaching direct reports.
All employees should receive monthly feedback on their performance, and performance
appraisal need to be conducted at least once a year, with a mid-year review of KPI’s.
Identify group training requirements and communicate these to the Quality Assurance and
Training for action.
Coach and support direct reports to constantly improve their skills.
Revenue Generation
Develop incentive campaigns and structures to drive the sales of Shipper’s Interest Insurance
and Time Definite Deliveries.
Encourage the submissions of sales leads f or new business to sales.
Approve discounts for customers in line with discounting policy, and taking in to account
profitability to try and gain the business.
Improve the understanding of all employees with regards to their influence over revenue
generation.
Active Leadership
Constantly introduce new activities, campaigns and initiatives aimed at improving morale and
motivation within the department.
Maintain an open door policy and encourage employees to discuss their concerns openly
without of reprisal. Act as a role model within the department to encourage desirable
behaviours.
Implement development plans for all permanent staff to assist them to encourage loyalty to
the company and reduce churn.
Ensure that counselling and disciplinary action takes place when appropriate and in line with
company policy and procedure.
Aim to provide firm, fair and consistent application of the rules to all employees.
Managing Suppliers
Audit all suppliers invoices (particularly f or temporary staff) fully to ensure accuracy.
Prepare cheque requisitions in line with Finance Department’s requirements and ensure that
these are submitted in time for month end and other payment deadlines.
Keep a record of all invoices received to ensure double billing does not occur, and to accrue for
invoices not received at month end.
Monitor supplier performance against any SLA’s in place, and take timely action to address any
issues.
Teamwork
Work with the CS management team to ensure seamless service is delivered to our customers.
Reporting
All reports requested to be submitted accurately and on time.
Any issues with meeting the deadlines set to be communicated an advance.
KPI Performance
Consistently meet and exceed all KPI’s set for the position.
Identify root causes when these are missed, and take action to address them.
Keep direct manager informed of all issues likely to impact on department lKPI’s.
PERSONAL ATTRIBUTES
• Resilience and ability to work under pressure
• Commercial Acumen
• Excellent Leadership skills
• Negotiation/ Selling Skills
• Assertiveness
• Listening skills
• Conflict management
• Stress Management
• Planning and organising
• Strong numerical skills
• Analytical skills and problem solving ability
• Well groomed/presentable
• Exceptional interpersonal skills
• Problem solving ability
• Self motivation
• Attention to detail
• Customer orientation
• Commitment to excellence
APPLICATIONS MUST BE FORWARDED TO: Thaka Ngidi
ON, OR BEFORE 16 February 2016
CONTACT DETAILS: Tel: 011 921 3963 EMAIL:Thakazelwa.ngidi@dhl.com
REPORTS TO: Country Manager
LOCATION : Lesotho
COMMENCEMENT DATE: 01/03/2015
ROLE
DESCRIPTION
To provide leadership and direction to a of frontline Customer Service employees in an
inbound call centre set up, an d who are responsible f or providing quotations to customers;
booking collections, tracking shipments and dealing with various types of enquiries and
complaints. Strive to achieve all KPI’s relating to the position, including Grade of Service,
Abandoned Calls; revenue targets f or sales of insurance an d time definite de liveries and
cost control. Ensure that all staff delivers best in class customer service to ensure customer
satisfaction, brand loyalty and repeat business.
QUALIFICATION/
EXPERIENCE
Essential Requirements
Proven experience in managing and motivating teams of people.
Experience of working within a Call Contact Centre environment and/ or sales experience
5 years supervisory experience
Proven experience of dealing with varied customers and complex issues.
3 years DHL knowledge and/ or industry experience.
Good knowledge of local work legislation applicable to the Contact/ Call Centres.
Strong understanding of Contact/ Call Centre Technology and electronic access methods, such
as ACD, IV R, WFM and WEB.
KEY RESPONSIBILITIES
Staffing
Manage the process of recruiting, training and scheduling of staff to ensure that there are
always sufficient staff to answer the calls. With lead times in excess of 6 weeks, this means
proactively identifying potential gaps at least 8 weeks ahead of the curve.
Identify trends with regard to call arrival patterns; staff absenteeism and other factors
affecting the availability of staff to answer calls, and take actions to address the shortfall.
Plan and manage leave to ensure that staffing needs are met based on varying seasonal
customer demand. Manage productivity to maintain efficiency with the department.
Make use of times when the department is overstaff to conduct cross-training to ensure that
the more specialized functions are covered during absence of regular staff.
Keep overtime to a minimum – explore alternative options and monitor all overtime claimed
to ensure that it is paid correctly. Make sure that overtime worked by an individual does not
exceed the legal limit at any time.
Complain Handling
Deal with all escalated customer complaints effectively and efficiently to improve customer
satisfaction and repeat business.
Use alternative service recovery options to reduce the cost of service recovery w here possible.
Take corrective action at a root-cause level f or each complaint received to try and prevent a
repeat event. Write apology letters as required by the customer.
Training and Development
Work with supervisors to ensure that employees receive ongoing training and coaching to
improve the service they give to customers and to improve morale and motivation within the
department.
Ensure supervisors spend at least 50% of their time coaching direct reports.
All employees should receive monthly feedback on their performance, and performance
appraisal need to be conducted at least once a year, with a mid-year review of KPI’s.
Identify group training requirements and communicate these to the Quality Assurance and
Training for action.
Coach and support direct reports to constantly improve their skills.
Revenue Generation
Develop incentive campaigns and structures to drive the sales of Shipper’s Interest Insurance
and Time Definite Deliveries.
Encourage the submissions of sales leads f or new business to sales.
Approve discounts for customers in line with discounting policy, and taking in to account
profitability to try and gain the business.
Improve the understanding of all employees with regards to their influence over revenue
generation.
Active Leadership
Constantly introduce new activities, campaigns and initiatives aimed at improving morale and
motivation within the department.
Maintain an open door policy and encourage employees to discuss their concerns openly
without of reprisal. Act as a role model within the department to encourage desirable
behaviours.
Implement development plans for all permanent staff to assist them to encourage loyalty to
the company and reduce churn.
Ensure that counselling and disciplinary action takes place when appropriate and in line with
company policy and procedure.
Aim to provide firm, fair and consistent application of the rules to all employees.
Managing Suppliers
Audit all suppliers invoices (particularly f or temporary staff) fully to ensure accuracy.
Prepare cheque requisitions in line with Finance Department’s requirements and ensure that
these are submitted in time for month end and other payment deadlines.
Keep a record of all invoices received to ensure double billing does not occur, and to accrue for
invoices not received at month end.
Monitor supplier performance against any SLA’s in place, and take timely action to address any
issues.
Teamwork
Work with the CS management team to ensure seamless service is delivered to our customers.
Reporting
All reports requested to be submitted accurately and on time.
Any issues with meeting the deadlines set to be communicated an advance.
KPI Performance
Consistently meet and exceed all KPI’s set for the position.
Identify root causes when these are missed, and take action to address them.
Keep direct manager informed of all issues likely to impact on department lKPI’s.
PERSONAL ATTRIBUTES
• Resilience and ability to work under pressure
• Commercial Acumen
• Excellent Leadership skills
• Negotiation/ Selling Skills
• Assertiveness
• Listening skills
• Conflict management
• Stress Management
• Planning and organising
• Strong numerical skills
• Analytical skills and problem solving ability
• Well groomed/presentable
• Exceptional interpersonal skills
• Problem solving ability
• Self motivation
• Attention to detail
• Customer orientation
• Commitment to excellence
APPLICATIONS MUST BE FORWARDED TO: Thaka Ngidi
ON, OR BEFORE 16 February 2016
CONTACT DETAILS: Tel: 011 921 3963 EMAIL:Thakazelwa.ngidi@dhl.com
