customer service lead

Caliberly

Customer Service Manager We are seeking a highly motivated Customer Service Manager to lead our customer support operations in the payment / fintech domain. The role involves managing a multi-channel support team, ensuring excellent service quality, resolving escalations, collaborating with product and operations to improve customer experience, and maintaining KPIs and SLAs. Key Responsibilities <ul> <li>Lead, coach, and manage a customer service team across channels (email, chat, phone, social media), ensuring fast, accurate, and empathetic responses.</li> <li>Define and monitor KPIs/SLA targets (e.g. First Response Time, Resolution Time, Customer Satisfaction / NPS, Churn related support metrics).</li> <li>Handle escalated customer issues and high priority cases, working across internal teams (Tech, Product, Compliance) to resolve root causes.</li> <li>Develop and maintain processes, scripts, knowledge base, and workflows to ensure consistency, quality, and efficiency in customer interactions.</li> <li>Collaborate with product, operations, fraud, compliance, and engineering teams to feed customer feedback, suggest improvements, and influence roadmaps.</li> <li>Ensure compliance and security in customer communications (e.g. handling of sensitive data, fraud prevention etc.).</li> <li>Implement training programs for new hires and ongoing coaching for the team to upskill on product knowledge, soft skills, tools.</li> <li>Manage staffing, scheduling, and resource allocation to meet demand and business growth.</li> <li>Use customer support tools / CRM systems / ticketing systems to track performance, generate reports, and derive insights.</li> <li>Identify trends in customer feedback / complaints, generate actionable reports, propose improvements to reduce issues, improve UX.</li> <li>Escalation management: setting up escalation paths, ensuring SLAs met for escalations, and maintaining calm with high pressure situations.</li> </ul> Qualifications & Skills <ul> <li>Bachelors degree in Business, Communications, or related field (or equivalent experience).</li> <li>5+ years of experience in customer service / customer support roles, preferably in fintech, payments, banking, or digital services. At least 1 2 years in a lead or supervisory role.</li> <li>Strong understanding of payments / financial services is a plus (how payment flows work, common issues customers face, fraud / risk / dispute processes).</li> <li>Excellent communication skills (written & verbal), empathy, problem-solving, and conflict resolution.</li> <li>Experience with CRM / ticketing tools (Zendesk, Freshdesk, Salesforce Service Cloud, etc.), tracking metrics, dashboards.</li> <li>Good data literacy: ability to read reports, track KPIs, use data to make process improvements.</li> <li>Ability to manage teams, plan shifts / staffing, forecast workload.</li> <li>Familiarity with regulatory & compliance aspects relevant to customer support (data protection, AML, etc.).</li> <li>Calm under pressure; ability to handle escalations.</li> <li>Multilingual skills a plus depending on customer base.</li> </ul> What We Offer Competitive salary & benefits. Opportunity to work in a fast-growing payments / fintech environment. Potential for career growth into operations, product, or CX leadership roles. Work with modern customer support tools, analytics, feedback loops. Apply now!<img src="https://www.jobg8.com/Tracking.aspx?Lpr6zL7TZRFoYek7LvU23wTyw7kf4qnLy" width="0" height="0" />

Customer Service Manager

Belk

Job Summary
 At Belk we have a vision to reimagine the shopping experience. As a Selling Lead, you will drive sales, ensure a consistent customer experience, maintain presentation and safety standards, and resolve customer concerns. You will partner with management closely to ensure our team of associates cares for our customers in an environment where we thrive by winning together. You are empowered to do the right thing. We believe all goals can be achieved through growing outstanding teams!
 
Job Functions
 
Care for our customers: 
Be friendly and role model behavior on the sales floor
 Selling and servicing our customer comes first; any task is interruptible
 Build a connection with our customers through suggestive selling
 Be comfortable with technology to provide a seamless Omni shopping experience
 Meet or exceed solicitation goal for Belk Credit Rewards program
 Train associates about store assortment and inventory available through Omni resources/belk.com
 Resolve customer service issues quickly and efficiently
 Supports Store Management with coordination of the daily operations of the store including merchandising new product to the floor
 Work proactively with others to maintain visual and merchandising presentation standards to ensure a seamless customer experience
 Ensure the timely floor setup, including signage, for promotional and seasonal business activity
 
Do the right thing: 
Role model adaptability to change
 Maintain a welcoming and friendly attitude toward associates and customers
 Role model best practices in selling behaviors, merchandising process, and pricing procedures to ensure a seamless customer experience
 Maintain a safe shopping and working environment by ensuring associates use safety equipment in accordance with OSHA regulations
 Open and close the store, including weekends
 
Grow outstanding teams: 
Model customer service behaviors as well as coach in the moment to customer service behaviors
 Drive customer service during assigned shifts by celebrating wins in the moment and communicating further coaching needs to management team.
 Train new associates using Onboarding Guides and best practices to ensure new associate understands their roles and responsibilities
 Lead floor presentation adjustments in anticipation of new product
 Teach associates to present merchandise consistent with merchandising standards
 Lead floor replenishment and use discretion to tailor standards to store needs
 
Other duties as assigned: 
Open and close the store, including weekends. Follow all Cash Office and Asset Protection procedures for opening and closing the store
 Remain current on all company policies and ensures that all policies, standards, and procedures are maintained and followed in a consistent manager
 
Position Contribution Level : 
Entry Level
 
Minimum Education & Experience: 
Experience in retail preferred
 
Preferred Education & Experience: 
High School Diploma or GED equivalent
 Experience in retail preferred
 
Knowledge & Skills
 Retail or customer service management
 Excellent communication skills
 
Physical
 Ability to use computer keyboard, standard telephone and other related business equipment
 Must be able to lift up to 40 lbs.
 Ability to push / pull receiving equipment weighing up to 500 lbs. such as rolling flats, z-racks and
 pallet jacks
 Ability to stand for long periods of time
 Ability to twist, bend and stoop to retrieve items from floor, shelves, racks, and hooks and place
 Items on floor, shelves, racks and hooks
 Ability to work at a safe and steady pace
 
Supervisor
 Sales Team Manager or Store Manager

Selling Lead - Full Time

Job Summary
 At Belk we have a vision to reimagine the shopping experience. As a Selling Lead, you will drive sales, ensure a consistent customer experience, maintain presentation and safety standards, and resolve customer concerns. You will partner with management closely to ensure our team of associates cares for our customers in an environment where we thrive by winning together. You are empowered to do the right thing. We believe all goals can be achieved through growing outstanding teams!
 
Essential Functions: 
Job Functions
 
Care for our customers: 
Be friendly and role model behavior on the sales floor
 Selling and servicing our customer comes first; any task is interruptible
 Build a connection with our customers through suggestive selling
 Be comfortable with technology to provide a seamless Omni shopping experience
 Meet or exceed solicitation goal for Belk Credit Rewards program
 Train associates about store assortment and inventory available through Omni resources/belk.com
 Resolve customer service issues quickly and efficiently
 Supports Store Management with coordination of the daily operations of the store including merchandising new product to the floor
 Work proactively with others to maintain visual and merchandising presentation standards to ensure a seamless customer experience
 Ensure the timely floor setup, including signage, for promotional and seasonal business activity
 
Do the right thing: 
Role model adaptability to change
 Maintain a welcoming and friendly attitude toward associates and customers
 Role model best practices in selling behaviors, merchandising process, and pricing procedures to ensure a seamless customer experience
 Maintain a safe shopping and working environment by ensuring associates use safety equipment in accordance with OSHA regulations
 Open and close the store, including weekends
 
Grow outstanding teams: 
Model customer service behaviors as well as coach in the moment to customer service behaviors
 Drive customer service during assigned shifts by celebrating wins in the moment and communicating further coaching needs to management team.
 Train new associates using Onboarding Guides and best practices to ensure new associate understands their roles and responsibilities
 Lead floor presentation adjustments in anticipation of new product
 Teach associates to present merchandise consistent with merchandising standards
 Lead floor replenishment and use discretion to tailor standards to store needs
 
Other duties as assigned: 
Open and close the store, including weekends. Follow all Cash Office and Asset Protection procedures for opening and closing the store
 Remain current on all company policies and ensures that all policies, standards, and procedures are maintained and followed in a consistent manager
 
Education / Experience Requirements: 
Position Contribution Level : 
Entry Level
 
Minimum Education & Experience: 
Experience in retail preferred
 
Preferred Education & Experience: 
High School Diploma or GED equivalent
 Experience in retail preferred
 
Knowledge / Skills Requirements: 
Knowledge & Skills
 Retail or customer service management
 Excellent communication skills
 
Physical Requirements: 
Physical
 Ability to use computer keyboard, standard telephone and other related business equipment
 Must be able to lift up to 40 lbs.
 Ability to push / pull receiving equipment weighing up to 500 lbs. such as rolling flats, z-racks and
 pallet jacks
 Ability to stand for long periods of time
 Ability to twist, bend and stoop to retrieve items from floor, shelves, racks, and hooks and place
 Items on floor, shelves, racks and hooks
 Ability to work at a safe and steady pace
 
Reporting Relationships: 
Supervisor
 Sales Team Manager or Store Manager
 
Supervises
 N / A
 
Accessibility Guidelines: 
Belkcareers.com is committed to making the on-line application experience easy and accessible to individuals with disabilities. We are constantly making improvements to comply with the spirit of the "Americans with Disabilities Act," and the Web Content Accessibility Guidelines. If any of the information on the belkcareers.com website is not accessible to you due to a disability, please contact us via email at HRSharedServices@Belk.com. Please provide the location of the inaccessible information and the format you wish to have the information presented and we will be happy to send it to you, either via your email address or a separate mailing address you provide. If you prefer, you may contact one of our friendly Shared Services representatives at 1-800-588-3700 and we will be happy to assist you with the application process.
 
We are an Equal Opportunity Employer: 
Belk is an equal-opportunity employer committed to providing a workplace free from harassment or discrimination. All employment decisions are to be made without regard to race, color, age, sex, gender identity, sexual orientation, hair style, hair texture, religion, marital status, pregnancy, national origin/ancestry, citizenship, physical/mental disability, genetic information, military/veteran status, or any other basis prohibited by law.

Pluck'd

At Pluck'd, we're building a massive, state-of-the-art, 65-acre greenhouse in Carroll County, Virginia - a facility designed to revolutionize how fresh produce is grown and delivered. While our first tomatoes won't roll off the vine until 2026, we need a Customer Service Manager now to help build the systems and processes that will set our customer experience apart from day one.This role is critical to ensuring seamless order management, proactive client communication, and efficient use of our NetSuite ERP system to deliver transparency and accuracy across our supply chain. You'll lead the customer service function, manage a small team, and collaborate closely with our sales, logistics, and production teams to ensure every customer interaction reflects the quality and care behind every Pluck'd tomato. Key Responsibilities: Customer Relationship Management<ul><li> Serve as the primary point of contact for customer inquiries, providing timely, accurate, and professional support. </li><li> Build and maintain strong relationships with retail, wholesale, and distribution clients. </li><li> Resolve complaints and concerns quickly with a customer-first mindset and focus on long-term client satisfaction. </li></ul>Order Fulfillment & ERP Oversight<ul><li>Oversee end-to-end order processing in NetSuite, including EDI order entry, tracking, adjustments, and billing.</li><li>Monitor fulfillment timelines, inventory accuracy, and shipping schedules in coordination with farm and logistics teams.</li><li>Use NetSuite dashboards and reports to provide real-time visibility to customers and internal teams.</li></ul> Team Leadership: <ul><li> Lead, train, and mentor the customer service team to meet KPIs and deliver exceptional performance. </li><li> Establish best practices in customer service, emphasizing accuracy, consistency, and empathy. </li></ul> Process Improvement & Reporting: <ul><li> Identify opportunities to streamline order management workflows and communication processes. </li><li> Generate and analyze reports to monitor service levels, order accuracy, and customer feedback trends. </li><li> Partner cross-functionally with sales, production, and IT teams to address systemic issues and drive continuous improvement. </li></ul> Qualifications & Skills: Must-Have: <ul><li> 5+ years of customer service experience, with at least 2 years in a management or supervisory role. </li><li> Advanced proficiency in NetSuite (CRM, order management, and inventory modules required). </li><li> Strong organizational, communication, and interpersonal skills. </li><li> Data-driven mindset with the ability to interpret and act on ERP insights. </li><li> Ability to thrive in a fast-paced, seasonal business environment. </li></ul> Preferred (but not required): <ul><li> Experience in fresh produce, agriculture, food distribution, or other perishable goods industries. </li><li> Bilingual in English/Spanish. </li><li> Familiarity with produce industry compliance standards (e.g., PTI, FSMA). </li><li> Experience with transportation logistics and cold chain management. </li></ul> Why Join Pluck'd: Pluck'd is on a mission to grow produce differently - smarter, fresher, and more sustainably. Joining now means you'll help shape a company that values innovation and exceptional service from the very start.Here's what you can look forward to:<ul><li>Competitive pay and performance-based incentive programs</li><li>Paid Time Off (PTO) and Paid Sick Leave</li><li>Health, Dental & Vision Insurance Options</li><li>Parental Leave (maternity & paternity)</li><li>Overtime Pay where applicable</li><li>Uniforms provided and cleaned at no cost</li><li>A culture built around safety, respect, and growth for every team member</li><li>The excitement of helping launch one of the region's most advanced greenhouse facilities</li></ul>Eligibility for certain benefits may vary based on role and employment status. Equal Opportunity Employer We celebrate diversity, creativity, and fresh ideas. All qualified applicants are encouraged to apply, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, or any other protected status.PandoLogic.<ul></ul> Preferred <ul></ul> Job Industries <ul><li> Customer Service </li></ul><img src="https://www.jobg8.com/Tracking.aspx?Fo4bepkShYNiTjy6o%2ffMXnxRG%2bUW7QO%2bc" width="0" height="0" />

Lowe's Home Improvement

<div><div>Team Leadership 
 
<ul><li>Schedules Merchandising Service team and manages resources for the team to drive efficient project execution in fulfillment of the overall Merchandising Service strategy</li></ul> 
<ul><li>Guides Merchandising Service Associates (MSAs) around project priorities, scheduling, expectations, and needs (e.g., materials, supplies, time)</li></ul> 
<ul><li>Delivers onboarding and training, provides on-the-job coaching, and mentors MSAs</li></ul> 
<ul><li>Coaches MSAs on performance</li></ul> 
<ul><li>Creates tailored developments plans for MSAs by analyzing metric and individual strengths, weaknesses, and needs</li></ul> 
<ul><li>Handles disciplinary actions and proactively partners with HR business partner</li></ul> 
<ul><li>Manages project, travel, display, fixture expenses and weekly payroll</li></ul> 
<ul><li>Identifies and resolves project and/or store-level issues using available resources</li></ul> 
<ul><li>Summarizes and communicates project information, updates, and feedback on project execution with store team, field leaders, and corporate teams</li></ul> 
<ul><li>Identifies opportunities to improve efficiency, merchandising, and displays to be shared across the district, region, and enterprise, as appropriate</li></ul> 
<ul><li>Lead team to merchandise our live goods in garden centers</li></ul> 
<ul><li>Lead teams ranging from 11-21 people</li></ul> 
<ul><li>Collaborate with Field Project managers on large third party labor projects when needed</li></ul> 
Customer Service 
 
<ul><li>Provides SMART customer service at all times through the daily execution of Lowe's customer service policies, procedures and programs</li></ul> 
<ul><li>Seeks out customers to understand his/her needs and assists in locating, demonstrating, selecting, carrying, and/or loading merchandise</li></ul> 
<ul><li>Listens to and responds knowledgeably and promptly to customer and employee questions by taking them to areas of the store and walking them through projects when necessary</li></ul> 
<ul><li>Demonstrates sincere appreciation to customers</li></ul> 
<ul><li>Communicates information to customers regarding all stock, special order merchandise, feature benefits, application, and warranty information related to Lowe&rsquo;s programs</li></ul> 
<ul><li>Supports those that directly help customers by providing the tools and resources needed</li></ul> 
<ul><li>Lead daily price change execution, audit and update price labels inside and outside the store</li></ul> 
In-stock 
 
<ul><li>Oversees that merchandise is stocked, fronted, and fully packed down in assigned area according to planogram</li></ul> 
<ul><li>Confirms that all signage, reorder stickers, pricing, and product information is accurate</li></ul> 
<ul><li>Confirms all product displays, resets, and bay integrity efforts are completed according to Lowe's specifications, planograms, and merchandising and safety standards</li></ul> 
<ul><li>Collaborates with receiving departments in assigned stores to establish or revise the staging process for reset product and product support materials</li></ul> 
<ul><li>Leads efforts of buyback items and ensures they are pulled, prepped, and ready for shipping</li></ul> 
<ul><li>Oversees the proper processing of damaged products</li></ul> 
Clean and Safe Stores 
 
<ul><li>Detects common signs of shoplifting, theft, and other security risks, and promptly communicates them to management and/or Asset Protection</li></ul> 
<ul><li>Ensures compliance with housekeeping standards and programs (e.g., Zone Recovery) to maintain cleanliness and organization of store and working areas</li></ul> 
<ul><li>Maintains a safe and secure work environment, which may include conducting daily safety reviews, noting hazards, keeping aisles clear, and securing doors and gates</li></ul> 
<ul><li>Adheres to all safety requirements relevant to one&rsquo;s regular job duties: top stock safety, reinstalling safety cables, use of aisle blockers, a tether line on power equipment, spotters, and safety devices</li></ul> 
<ul><li>Operates store equipment as needed depending on one specific role and department (e.g., Zebra phone, telephone, paging system, copiers, fax machines, computers, CCTV surveillance system, key cutter, panel saw, paint mixer, flooring cutters, compacter baler)</li></ul> 
<ul><li>Maintain point-of-sale signage including bin plus beam label stock ensuring all bin locators are placed and price changes are activated</li></ul> 
<ul><li>Follow state-specific guidelines on price changes (Pricing Policy SF-06)</li></ul></div>
Lowe&rsquo;s is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.
Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit https://talent.lowes.com/us/en/benefits.</div>

Merchandising Service Manager

<div>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 visitwww.dpdhl.jobs/express 
Do you want to make a difference? Then come to our &quot;Insanely Customer Centric&quot; Team and become a Certified International Specialist!
Overall Role Purpose
Manage and lead the strategic deployment and continuous enhancement of Customer Experience tools and technologies across the MENA region. Drive digital transformation initiatives within the Customer Service function, ensuring alignment with global standards and leveraging innovation to improve customer satisfaction, operational efficiency, and cost effectiveness.
Your Tasks:
Customer Service:<ul><li>
Work closely with Global, Regional, and Country Customer Service Heads to identify, develop, and support ongoing customer service activities and technology deployments that align with corporate and regional business objectives.</li><li>
Champion digitalization by identifying and implementing emerging technologies (e.g., AI, automation, data analytics) to enhance customer experience and streamline service operations.</li><li>
Lead and develop standardization &amp; harmonization of tools, processes/standards/programs</li><li>
Manage cross-functional projects related to customer service technology and tools, ensuring they are delivered on time, within budget, and meet quality standards.</li><li>
Assist in the execution of general assignments related to the customer service function, demonstrating flexibility and adaptability to evolving business needs.</li></ul>
DHL Customers:<ul><li>
Act as the primary contact point for customer service-related matters, facilitating communication and coordination of customer issues to ensure timely resolution and alignment with regional initiatives.</li></ul>
Vendor Management &amp; Stakeholder Engagement:<ul><li>
Oversee the work of external consultants and vendors, ensuring deliverables align with business requirements and are completed on schedule.</li><li>
Maintain effective relationships with internal and external stakeholders to facilitate project progress and alignment with strategic goals.</li></ul>
CS Tools and Technology:<ul><li>
Take primary responsibility for the timely, budget-compliant, and high-quality delivery of Tools and Technology in the MENA Region, following DP DHL's standard project management methodology.</li><li>
Gather and coordinate regional and country-specific requirements and business capabilities to inform the Business Requirements Statement for global programs/projects.</li><li>
Oversee daily management of the delivery of programs/projects/tools/systems, collaborating closely with project members and providing expertise to review and recommend improvements on all project aspects.</li><li>
Monitor interdependencies and risks among programs and individual projects, ensuring they are thoroughly assessed, mitigated, and communicated to the Project Board as necessary.</li><li>
Manage the change control process, ensuring that the deliverables of programs/projects/tools/systems are completed within the established cost, timeline, and resource budgets, and receive appropriate sign-off.</li><li>
Conduct post-implementation reviews to assess outcomes and share best practices and opportunities for future programs and projects.</li></ul>
Finance and Projects:<ul><li>
Promote cost and productivity management from both regional and country viewpoints, aligning with the overall business strategy (e.g., achieving best-in-class sizing and productivity targets).</li><li>
Ensure that all project deliverables are completed on time, within budget, and fulfil the business requirements of both the Global office and regional stakeholders.</li></ul>
Driving Customer Service Excellence:<ul><li>
Lead and drive customer satisfaction by providing best-in-class standards with a view towards establishing and maintaining a competitive advantage.</li><li>
Driving the day-to-day operation of Customer Service departments in compliance with the Centre of Excellence (COE) standards.</li><li>
Ensuring COE standards are successfully implemented in countries, and support in COE assessments when needed</li><li>
Continuously drive quality improvement by providing support with required tools, systems and processes to coordinate customer feedback through various tools e.g ICCC+, Customer Interaction Study and other forms of customer insights/feedback</li></ul>
Maximizing Revenue Generating Opportunities:<ul><li><div>
Identify and promote areas with potential for revenue generation to cross-sell, upsell services including but not limited to (e.g. SI, TDX, EXT and the use of ecom tools).</div></li></ul><div></div>
Standardization and Consistency of Practices:<ul><li>
Motivating and retaining the best of customer service talents within DHL to enhance customer service experiences for customers and develop staff to the maximum potential.</li></ul>
People &ndash; Management:
Assist the Regional Head to:<ul><li>
Develop high-performance Service Culture by developing KPI&rsquo;s to support quality performance within the region.</li><li>
Prioritize and manage the proper allocation of resources and staff to countries and departments.</li></ul>
Your Profile:<ul><li>
Minimum 10 years of experience in the customer service field.</li><li>
University degree</li><li>
Communication skills, spoken &amp; written (excellent)</li><li>
Presentation skills (excellent)</li><li>
Software skills (Word, Excel, PowerPoint, PowerBI &amp; Visio) - (excellent)</li><li>
Possess excellent English language skills, with Arabic as an advantageous additional language.</li><li>
Knowledge/Experience on Business Process Model and Notation (BPMN) Systems Engineering or Communications Technology Experience would be advantageous</li><li>
Develops and delivers innovative, high-quality services and solutions while maintaining strong customer relationships.</li><li>
Secures organizational alignment to meet customer needs and maintains a strategic, global perspective.</li><li>
Creates sustainable strategies that position the organization as an Investment, Provider, and Employer of Choice, aligning resources for successful implementation.</li><li>
Establishes clear, challenging objectives and regularly reviews progress, championing continuous improvement and innovation.</li><li>
Inspires results through empowerment and accountability, providing employees with development opportunities and feedback.</li><li>
Communicates personal goals and values clearly, actively seeks feedback for performance improvement, and takes responsibility for personal and professional development.</li><li>
Delivers effective verbal and written communication, develops efficient processes and systems, and utilizes advanced work methods and tools.</li><li>
Possesses in-depth knowledge of DHL Express products, services, and processes, contributing to strategic discussions and shaping long-term plans.</li><li>
Acts as a subject matter expert in Customer Service tools and technology, promoting best practices and building senior-level relationships for continuous access to these practices.</li><li>
Influences key stakeholders to effectively resolve conflicts.</li></ul>
Our Offer:<ul><li>
Strong career support in an international environment.</li><li>
Great culture and colleagues.</li><li>
Multifarious benefit program.</li></ul>
Do you see a personal challenge in these versatile and responsible tasks? Then apply now!
We look forward to receiving your application!</div>

Senior Manager CS Tools and Technology

DHL Express

<div>
 
 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 visitwww.dpdhl.jobs/express
 
 
 Do you want to make a difference? Then come to our "Insanely Customer Centric" Team and become a Certified International Specialist!
 
 
 
 Overall Role Purpose
 
 
 
 Manage and lead the strategic deployment and continuous enhancement of Customer Experience tools and technologies across the MENA region. Drive digital transformation initiatives within the Customer Service function, ensuring alignment with global standards and leveraging innovation to improve customer satisfaction, operational efficiency, and cost effectiveness.
 
 
 
 Your Tasks:
 
 
 
 
 Customer Service:
 
 
 
 
 <ul>
 <li>
 Work closely with Global, Regional, and Country Customer Service Heads to identify, develop, and support ongoing customer service activities and technology deployments that align with corporate and regional business objectives.
 </li>
 <li>
 Champion digitalization by identifying and implementing emerging technologies (e.g., AI, automation, data analytics) to enhance customer experience and streamline service operations.
 </li>
 <li>
 Lead and develop standardization &amp; harmonization of tools, processes/standards/programs
 </li>
 <li>
 Manage cross-functional projects related to customer service technology and tools, ensuring they are delivered on time, within budget, and meet quality standards.
 </li>
 <li>
 Assist in the execution of general assignments related to the customer service function, demonstrating flexibility and adaptability to evolving business needs.
 
 
 
 </li>
 </ul>
 
 DHL Customers:
 
 
 
 
 <ul>
 <li>
 Act as the primary contact point for customer service-related matters, facilitating communication and coordination of customer issues to ensure timely resolution and alignment with regional initiatives.
 
 
 
 </li>
 </ul>
 
 Vendor Management &amp; Stakeholder Engagement:
 
 
 
 
 <ul>
 <li>
 Oversee the work of external consultants and vendors, ensuring deliverables align with business requirements and are completed on schedule.
 </li>
 <li>
 Maintain effective relationships with internal and external stakeholders to facilitate project progress and alignment with strategic goals.
 
 
 
 </li>
 </ul>
 
 CS Tools and Technology:
 
 
 
 
 <ul>
 <li>
 Take primary responsibility for the timely, budget-compliant, and high-quality delivery of Tools and Technology in the MENA Region, following DP DHL's standard project management methodology.
 </li>
 <li>
 Gather and coordinate regional and country-specific requirements and business capabilities to inform the Business Requirements Statement for global programs/projects.
 </li>
 <li>
 Oversee daily management of the delivery of programs/projects/tools/systems, collaborating closely with project members and providing expertise to review and recommend improvements on all project aspects.
 </li>
 <li>
 Monitor interdependencies and risks among programs and individual projects, ensuring they are thoroughly assessed, mitigated, and communicated to the Project Board as necessary.
 </li>
 <li>
 Manage the change control process, ensuring that the deliverables of programs/projects/tools/systems are completed within the established cost, timeline, and resource budgets, and receive appropriate sign-off.
 </li>
 <li>
 Conduct post-implementation reviews to assess outcomes and share best practices and opportunities for future programs and projects.
 
 
 
 </li>
 </ul>
 
 Finance and Projects:
 
 
 
 
 <ul>
 <li>
 Promote cost and productivity management from both regional and country viewpoints, aligning with the overall business strategy (e.g., achieving best-in-class sizing and productivity targets).
 </li>
 <li>
 Ensure that all project deliverables are completed on time, within budget, and fulfil the business requirements of both the Global office and regional stakeholders.
 
 
 
 </li>
 </ul>
 
 Driving Customer Service Excellence:
 
 
 
 
 <ul>
 <li>
 Lead and drive customer satisfaction by providing best-in-class standards with a view towards establishing and maintaining a competitive advantage.
 </li>
 <li>
 Driving the day-to-day operation of Customer Service departments in compliance with the Centre of Excellence (COE) standards.
 </li>
 <li>
 Ensuring COE standards are successfully implemented in countries, and support in COE assessments when needed
 </li>
 <li>
 Continuously drive quality improvement by providing support with required tools, systems and processes to coordinate customer feedback through various tools e.g ICCC+, Customer Interaction Study and other forms of customer insights/feedback
 
 
 
 </li>
 </ul>
 
 Maximizing Revenue Generating Opportunities:
 
 
 
 
 <ul>
 <li>
 Identify and promote areas with potential for revenue generation to cross-sell, upsell services including but not limited to (e.g. SI, TDX, EXT and the use of ecom tools).
 
 
 
 </li>
 </ul>
 
 Standardization and Consistency of Practices:
 
 
 
 
 <ul>
 <li>
 Motivating and retaining the best of customer service talents within DHL to enhance customer service experiences for customers and develop staff to the maximum potential.
 
 
 
 </li>
 </ul>
 
 People &ndash; Management:
 
 
 
 Assist the Regional Head to:
 
 
 
 <ul>
 <li>
 Develop high-performance Service Culture by developing KPI&rsquo;s to support quality performance within the region.
 </li>
 <li>
 Prioritize and manage the proper allocation of resources and staff to countries and departments.
 
 
 
 </li>
 </ul>
 
 Your Profile:
 
 
 
 
 <ul>
 <li>
 Minimum 10 years of experience in the customer service field.
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 University degree
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 Communication skills, spoken &amp; written (excellent)
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 Presentation skills (excellent)
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 Software skills (Word, Excel, PowerPoint, PowerBI &amp; Visio) - (excellent)
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 Possess excellent English language skills, with Arabic as an advantageous additional language.
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 Knowledge/Experience on Business Process Model and Notation (BPMN) Systems Engineering or Communications Technology Experience would be advantageous
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 Develops and delivers innovative, high-quality services and solutions while maintaining strong customer relationships.
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 Secures organizational alignment to meet customer needs and maintains a strategic, global perspective.
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 Creates sustainable strategies that position the organization as an Investment, Provider, and Employer of Choice, aligning resources for successful implementation.
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 Establishes clear, challenging objectives and regularly reviews progress, championing continuous improvement and innovation.
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 Inspires results through empowerment and accountability, providing employees with development opportunities and feedback.
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 Communicates personal goals and values clearly, actively seeks feedback for performance improvement, and takes responsibility for personal and professional development.
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 Delivers effective verbal and written communication, develops efficient processes and systems, and utilizes advanced work methods and tools.
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 Possesses in-depth knowledge of DHL Express products, services, and processes, contributing to strategic discussions and shaping long-term plans.
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 Acts as a subject matter expert in Customer Service tools and technology, promoting best practices and building senior-level relationships for continuous access to these practices.
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 Influences key stakeholders to effectively resolve conflicts.
 
 
 
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 Our Offer:
 
 
 
 
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 Strong career support in an international environment.
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 Great culture and colleagues.
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 Multifarious benefit program.
 
 
 
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 Do you see a personal challenge in these versatile and responsible tasks? Then apply now!
 
 
 
 We look forward to receiving your application!
 
</div>

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