Customer Service Senior Director

Job Description

Job Description Lead and manage the overall customer service operations and strategy Ensure achievement of key performance indicators (KPIs) and service standards Drive customer satisfaction, service quality, and customer loyalty Handle major customer complaints and escalation cases Oversee contact center operations (calls, email, web support) Develop and implement service improvement and recovery programs Manage and develop customer service staff and team performance Plan and execute business and operational strategies Identify opportunities for revenue growth and upselling services Continuously improve processes using technology and system enhancements Minimum Qualifications Bachelor’s degree in Business Administration, Management, or related field Minimum 8–10 years’ experience in customer service or contact center operations At least 5 years in a leadership or managerial role Strong knowledge of customer service KPIs and performance management Excellent communication and problem-solving skills Strong leadership and team management abilities Experience in logistics or courier industry is an advantage Ability to handle escalations and work under pressure Perks and Benefits Retirement Benefit Plans Paid Holidays Medical / Health Insurance Paid Sick Leave Performance Bonus Paid Bereavement/Family Leave Life Insurance Paid Vacation Leave Maternity & Paternity Leave Required Skills Relationship Management Operations Management Strategic Planning Stakeholder Management Leadership skills Communication Skills Decision-Making Preferred Courses Business Administration Business Administration [Business and Operations Management] Jobs Summary Job Level Director / Executive Job Category Customer Service Educational Requirement Bachelor's degree graduate Office Address DHL House, 2306 Chino Roces Extension, Kayamanan C Industry Logistics / Procurement Vacancy 1 opening Website https://www.dhl.com Feel secure when applying: look for the verified icon and always do your research on a company. Avoid and report situations when employers require payment or work without compensation as part of their application process. Report this job About DHL Express (Philippines) Corporation Our culture and everyday life at DHL are defined and powered by two key things: our people and the values we share. These values have a crucial role to play in the continued success of our business. What’s more, they help make DHL an empowering and rewarding place to build your career and realize your potential, develop new skills, and make an impact. This is your future, delivered. WE DELIVER THE DIFFERENCE Purpose and innovation are at the heart of our business. We are fully aware that it’s our job to help you make a difference in somebody’s life. Not just the lives of our customers and colleagues, but to communities around the world too. We’re delivering that difference by changing the way we work through harnessing the latest technology, embracing digitalization, and focusing on sustainability. At DHL, driving market success also means driving positive change. This is something we are all very proud of. And if you join us, you will be too. And that means everyone – in every team, at every level. So, what does it mean to care? We believe it means creating a friendly work environment, where an inclusive workforce with different skills, experiences, and viewpoints come together as one, work-oriented global team. Caring also means taking corporate social responsibility seriously and being committed to diversity, equity, and belonging. We share the same mindset, we celebrate the unique contribution everyone brings, and we respect one another. WE GROW TOGETHER We never forget it’s our people who make us who we are. That’s why career development, where everyone can shine, matters to us. We provide a secure employment environment – giving our colleagues the time, freedom and a culture that encourages colleagues to think long-term by offering growth opportunities, professional training, and development programs in different areas of the business. We want you to build a rewarding, lifelong career with us. 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