Job Expired

company-logo

Customer Service Team Leader

Deutsche Post DHL Group

job-description-icon

Business

Business Administration

Addis Ababa

1 years

1 Position

2023-11-09

to

2023-11-16

Required Skills
Required skills have not yet been specified for this position this job
Fields of study

Business Administration

Full Time

Share

Job Description

Position - Team Leader

Role Context

To supervise the Customer Service Advisors (Tracing) and Service Desk Advisors, ensuring that an efficient and professional service is provided to customers at any given time. To ensure that all incoming contacts from all customers and the network, into the contact centre are well handled. To ensure that traces and remote bookings are handled in a professional manner and assist the Manager in enforcing procedures to ensure a streamlined and disciplined Customer Services Department. Also to establish DHL’s reputation as a company that cares about its customers.

Key Responsibilities

  • Focus on handling customer inquiries and problems after they have placed their orders, in particular track and trace.

  • Ensure that all customer issues are registered and dealt with in accordance to regional standards and objectives. Ensure free flow of information between internal departments.

  • Ensure that quality service is given to customers on the phone by the Customer Service Advisors (Tracing).

  • Ensure that all new advisors are trained according to the DHL Network standards maintaining a professional image. To monitor advisors’ skills and knowledge gaps to be addressed by the coach or trainer.

  • Evaluate advisors on a weekly basis to monitor their performance and develop their skills on an ongoing basis.

  • Based on the regular evaluations and the advisor’s performance, the individual incentives earned by each advisor must be calculated on a quarterly basis.

  • Plan and manage advisors' leave schedules for optimal workforce management.

  • Ensure that advisors follow the network trace procedure in all their traces.

  • Ensure that traces do not get to 3rd or 4th request before they are dealt with.

  • Ensure that traces are well handled to reduce complaints or claims

  • Plan training and meetings in such a way that it does not affect the normal work schedule.

Job Requirements

Education and experience

Essential:

Leadership abilities

Proven experience in supervising and motivating a team of service professionals.

Strong understanding of DHL products.

Ability to work under pressure and with minimal supervision.

Excellent communication skills ( written and oral)

Strong Interpersonal Skills

Ability to Plan, Organise, and Control
Excellent communication skills (written and oral)

Complaint handling skills

PC Literate Good Decision making skills
Experience in a Customer Contact Centre

Experience within a customer relations environment

University degree

How to Apply

Register using this LINK

Fields Of Study

Business Administration

Related Jobs

4 days left

Ahununu Trading PLC

Evening Dispatch Officer

Dispatcher

time-icon

Full Time

1 - 2 yrs

2 Positions


Bachelor's Degree or Diploma in Business Administration or in a related field of study with relevant work experience in logistics, transportation, or dispatch operations Working Hours: The working schedule for this role is from 7:30 PM to 3:30 AM. Salary: Attractive Duties & Responsibilites: - Strategically manage the evening dispatch schedule to optimize efficiency and ensure timely delivery of goods. - Act as the primary liaison for drivers, operational staff, and stakeholders during the evening shift, addressing queries and providing support. - Ensure dispatch-related documentation, including delivery notes, shipping manifests, and compliance logs, is completed with accuracy and efficiency. - Guarantee that all dispatch activities align with company policies, industry standards, and legal requirements. - Provide support, guidance, and leadership to evening shift team members, ensuring alignment with company values and operational objectives.

Addis Ababa

6 days left

Matilda Business Group Plc

Store Head

Store Head

time-icon

Full Time

1 - 2 yrs

1 Position


Bachelor's Degree in a related field of study with relevant work experience Duties & Responsiblites: - Lead and manage all store operations to meet sales goals and customer satisfaction targets. - Supervise, train, and motivate store staff to ensure high performance and productivity. - Monitor inventory levels, manage stock replenishment, and minimize losses and shrinkage. - Ensure excellent customer service is delivered at all times. - Plan and execute merchandising and display strategies to enhance sales. - Handle customer complaints, queries, and feedback professionally. Required Skills: - Proficient in MS Excel. - Strong verbal and written communication skills. - Ability to multitask and internal controls. - Hardworking and honest. - Excellent problem-solving and decision-making skills. - Having IT skills is a plus.

Addis Ababa

9 days left

Yimaru Academy

Admin/ Receptionist

Receptionist

time-icon

Full Time

1 yrs

1 Position


Bachelor's Degree or Diploma in Business Administration, Management or in a related field of study with relevant work experience in administration, reception, or customer service roles. Duties & Responsibilities: - Front Desk & Customer Service - Student & Client Management - Office Administration & Operations - Financial & Payment Processing Support - Event & Meeting Coordination - Communication & Reporting Required Skills: - Excellent communication and interpersonal skills. - Proficiency in Microsoft Office (Word, Excel, Outlook) and basic data entry tools, Google apps. - Strong organizational skills with the ability to multitask and prioritize. - Friendly, professional, and detail-oriented personality.

Addis Ababa

9 days left

Yimaru Academy

General Manager

General Manager

time-icon

Full Time

2 - 5 yrs

1 Position


Master's or Bachelor's Degree in Business Administration, Education Management, Project Management, or in a related field of study with relevant work expereince in a managerial or project management role, preferably in education, training, or e-learning. Duties & Responsibilites: - Develop and execute Yimaru Academy’s strategic vision, ensuring alignment with short-term and long-term goals. - Oversee and coordinate all major departments, ensuring smooth collaboration and efficiency - Supervise and optimize the academy’s day-to-day operations to ensure efficiency and productivity. - Work closely with the Marketing Manager to develop and execute promotional strategies. - Recruit, train, and mentor staff to build a high-performing team. - Maintain high standards for student experience and learning outcomes.

Addis Ababa

16 days left

Parcel Logistics PLC

Business Developer

Business Development Expert

time-icon

Full Time

3 yrs

1 Position


Bachelor’s Degree in Marketing, Business Administration, or in a related field of study with relevant work experience in marketing, preferably in the logistics or transportation industry.  Duties & Responsibilties: - Finding New Customers:  Identifying potential clients and proactively reaching out to them. - Conducting Face-to-Face Meetings: Building relationships with customers and understanding their needs. - Presenting Services: Explaining the benefits of the company's offerings and demonstrating how they can meet customer needs. - Negotiating and Closing Deals: Working with customers to reach agreements and secure sales. - Managing Customer Relationships: Providing ongoing support and building long-term relationships with clients. - Monitoring Competitors:  Staying up-to-date on competitor activities and market trends. Required Skills: - Excellent communication and interpersonal skills.  - Strong analytical and problem-solving abilities. 

Addis Ababa

25 days left

Yimaru Academy

Receptionist/Admin

Receptionist

time-icon

Full Time

1 yrs

1 Position


Bachelor's Degree or Diploma in Business Administration, Management or in a related field of study with relevant work experience in administration, reception, or customer service roles. Duties & Responsibilites: - Greet and assist visitors, students, and clients in a professional and friendly manner. - Maintain student records and enrollment data accurately. - Manage office supplies and ensure the workplace is well-organized and stocked. - Assist in processing student tuition payments, invoices, and receipts. - Assist in organizing internal meetings, training sessions, and student orientations. - Maintain clear communication between students, instructors, and management.

Addis Ababa