Customer Service Frontline Supervisor – Jordanian Only
Overall Role Purpose
Supervise the frontline advisors to ensure the highest levels of customer satisfaction by maintaining and expand the company’s capabilities relating to pre and after sales service. Directly responsible for managing a multi-cultural team (6–15 staff).The Front Line Supervisor is responsible for the overall day to day running of the Customer Service call center with specific focus on their team performance in terms of both quality and productivity. Of the Customer Service call center with specific focus on their team performance in terms of both quality and productivity also monitor floor to achieve Key Performance Indicators as set out by the GMB and regional office in line with International Standards of DHL Worldwide Express.
1. PRINCIPAL ACCOUNTABILITIES:
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Key activities |
Overall goals / Typical measures |
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Customer |
Act as an ambassador for DHL at all times and attend to customer needs in a professional, friendly and courteous manner Ensure that a high level of professional rapport is developed and maintained with all customers Follow up on all customer enquiries and direct customer to the correct DHL department where further information is required Maintain proactive work processes to ensure teamwork, shuttle procedures and overall base performance is achieved Establish relationships with selective large customers and solicit feedback on Customer Service for improvement opportunities. In collaboration with the Customer service team, evaluate customers’ complaints and ensure that they are dealt with expeditiously and satisfactorily, reporting service failures to source and making recommendations to prevent recurrence. |
Standard Targets as per GMB KPI’s. (Key Performance Indicator (As Per Attached KPI’s document |
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Internal |
Keeps up-to-date on the capabilities and advantages of DHL's services, products and network. Understands DHL's organization, strategy, policies and work practices. |
Monthly analysis of workload, Calls quality, quarterly performance summary |
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Process |
Work closely with the Information Technology team to leverage technology to automate processes as well as formulate backup plans in times of outages. Promptly alert IT on problems arising from CS applications to ensure minimum disruptions to the CS track and trace operations. Liaise closely with Ground Operations and Gateway staff to resolve on-going problems as encountered by customers. Assist and guide CS staff in resolving issues arising from Customer Interactions, and coordination with other functional departments like Ground Operations and Gateway. To collaborate with Ground Operations staff to jointly develop new, or enhance existing procedures relating to pick-up and deliveries to maximise customer satisfaction. Prioritise and delegate work tasks for self and Advisors focusing on customer needs and performance targets. Ensure Advisors are appropriately trained, coached and evaluated to prioritise work responsibilities with primary focus on customer needs and achievement of individual and team performance targets |
Coaching: – Calls per advisor per month – Side by Side & Remotely. – ONE TO ONE coaching session every month – Regular test and check for systems consistency (As Per Attached document) |
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People Management |
Lead, motivate and supervise Advisors to ensure that all Customer track and trace requests are answered promptly, of consistent quality, and in accordance to stipulated performance standards aligned to current Global Customer service processes & standards Coach and appraise Advisors on their daily tasks with particular emphasis on Track and Trace processes and systems, and achievement of individual and departmental KPIs Identify training and development needs of Advisors to bridge competency gaps. Jointly develop and co-ordinate training sessions with Training Department and whenever necessary, conduct training sessions as well. Continuously enhance Advisors understanding and knowledge of DHL’s products and services, especially on DHL’s liability in service failure situations, service recovery and issue resolution / negotiation skills, and their responsibility for educating, securing customer buy-in on DHL’s position during customer interactions. Work closely with the Customer service Manager to communicate, implement and co-ordinate company policies and procedures to Advisors and ensure compliance. Encourage and guide Advisors to achieve higher performance standards, and whenever necessary, to enforce staff discipline to ensure proper conduct and outstanding customer service. Continuously review rostering of advisors to ensure optimal resource utilisation, enhanced productivity, and the most cost-effective and efficient service levels for current and future customer needs |
Positive attitude and team spirited Quality refresher trainings Daily briefs |
2. KEY WORKING RELATIONSHIPS
Internal
Ground Operations
Gateway Operations
Air Operations
Billing and Customer Accounting
Sales Team
Marketing Dept
Human Resources
External
Customers
Hubs
Customs
Other DHL Stations / Management
DHL network
3. DIMENSIONS: (Key Operating Accountabilities) – Based on Global KPI’s
Targets as per GMB and Regional KPI’s
4. DECISION MAKING AUTHORITY:
Decisions |
Recommendations |
Work scheduling (Daily, Annual Leave) |
Incentive allocation |
Minor disciplinary cases |
Training needs for staff |
Discount as % of standard tariff as per Country delegation authority. |
Awards to staff |
Promotion/ Appraisal (Motive8) |
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disciplinary action |
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Policy and Procedure changes |
