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Head of Customer Service

年収:応相談

採用企業案件

特集求人

本求人は、「プレミアムステージ」をご利用でなくても、ビズリーチ会員であればどなたでも閲覧、応募が可能です。

ディー・エイチ・エル・ジャパン株式会社

  • 東京都

    • 資本金50百万円
    • 会社規模501-5000人
  • 陸運
  • 物流
部署・役職名 Head of Customer Service
職種
業種
勤務地
仕事内容 ■Role Purpose:
・Set directions, goals and objectives for CS function to support and achieve global, regional and country business and functional imperatives / strategic plans.
・Lead the CS staff in executing initiatives and strategies to meet goals and objectives as well as delivering best-in-class service to our customers.

■Scope of Role:
・Geographical Responsibility: Japan
・Team size: 4 direct report team leaders with team members

■Key Accountabilities:
1.Main Accountabilities
・Provide direction for initiatives targeted towards:
- improving customers’ satisfaction and loyalty
- maximizing revenue generating opportunities
- restoring customer confidence during service recovery incidents
- driving continuous improvement through the change management process
- resolving customers’ issues in a timely manner
・Drive achievement of all KPI targets through effective management of the Customer Service function in the country
・Align the different business delivery teams within Customer Service to meet/exceed our customers’ promise as well as to support country business imperatives in alignment with our global/regional strategy
・Manage contact center operations efficiently and effectively in order to meet customers’ expectations proactively via phone, mail, fax, email or website whilst adhering to stipulated service level agreements
・Deploy creative service recovery initiatives to restore confidence in the event of service incidents at the customer care and trace management sub-function
・Collaborate to develop a strategy to manage the team and increase customer loyalty from the country’s top accounts through the provision of personal, dedicated, proactive and customized solutions to encourage customer loyalty and improve business volume and profitability
・Work with the Customer Service Manager to ensure all Customer Service staff are knowledgeable, competent and skilled to consistently deliver best-in-class customer service and that all Customer Service systems adequately support the needs of staff to execute their roles as well as the needs for performance and management reporting
・Liaise with Region, Operations, IT, Sales, etc. for service development and enhancement to maintain competitive edge
・Initiate continuous improvement to processes and systems in service provision and service recovery through frequent and scheduled audits and analysis of service incidents and complaints
・Plan the annual operational plan for the department on areas pertaining to the Management of country CS
・Identify and promote areas with potential for revenue generation to cross-sell, up-sell services including value added services
・Reduce the cost of doing business by leveraging on technology, redefining or eliminating manual and redundant business processes

2.People Management
・Identify training needs and opportunities to develop a highly skilled CS workforce
・Develop individual targets / KPIs with team members and monitor individual, team and department performance
・Generates commitment, motivation and enthusiasm to company and division by motivating and retaining the best of customer service talents within us to enhance customer service experiences for customers

Measurement Criteria / KPIs:
・Employee opinion survey results
・Employee accountability and performance
・Staff development
・Succession planning
応募資格

【必須(MUST)】

・10 years experience in a service industry
・5 years operations management experience in a customer service/contact center environment
・Proven experience in sales or marketing, customer relationship management, project management, and people management
・Degree in Business/Marketing (preferable) or equivalent. Master Degree in Business preferable.
・Fluent in English (written and spoken)

【歓迎(WANT)】

Delivering excellence in a digital world
・Our Purpose : Connecting people, improving lives
・Our Vision : We are the logistics company for the world
・Our Values : Respect & Results
・Our Mission : Excellence. Simply delivered.
・Our Business Unit Focus : Strengthening the profitable core

Build the Greatest International Express Company in the World
・We are the Most International Company in the World
・We are the Worldwide Leader in International Express in terms of market share, quality and reliability
・We are all Certified International Specialists
アピールポイント 管理職・マネージャー
更新日 2020/04/24
求人番号 1334072

採用企業情報

  • ディー・エイチ・エル・ジャパン株式会社
  • 東京都

    • 資本金50百万円
    • 会社規模501-5000人
  • 陸運
  • 物流
  • 会社概要

    ドイツポストDHLグループは、ロジスティクス業界のグローバルリーダー的存在であり、「世界のロジスティクス企業」です。

    ■世界各地の市場を熟知しているDHLは、国際エクスプレス(国際航空貨物輸送)、航空・海上貨物、陸上・鉄道輸送、コントラクトロジスティクス、国際メー ル便サービスを展開しており、世界220以上の国・地域を結ぶグローバルネットワークと約38万人の従業員の専門知識を活用し、お客様のサプライチェーン に関する要件を満たす、優れたサービスをご提供しています。
    また、DHLは社会的責任を果たすべく、気候保護、災害時の緊急対策、教育活動への支援に も積極的に取り組んでいます。

    ■DHLで働くこと。
    それはつまり、多様性を持ったグローバルなチームの一員として、責任感を持って様々な課題に取り組み、成長し続けることを意味します。
    ロジスティクス業界のグローバルリーダーの一員として、様々なキャリアアップの機会を利用し、自身を成長させDHLの成功に貢献することが可能です。

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