东莞招聘

职位描述：
Role Purpose:
-Manages and drives performance of a Customer Relation Specialist team
-Drives achievement of CS team KPIs
-Acts as coach for Customer Relation Specialists
-Identifies training needs and opportunities to develop a highly skilled CS team
-Acts as escalation point for parties within the team

Main tasks & key responsibilities:
-Leads, motivates and supervises a team of Customer Relation Specialists
-Drives performance improvement of Customer Relation Specialists to achieve KPIs
-Participates in reviews with Head of CS and other CS Team Leaders to identify areas of improvement, reviewing KPIs and enhancing overall service quality
-Prioritizes and delegates work tasks among the team members
-Ensures that all customer enquiries are responded promptly and professionally
-Collaborates with Operations and other functions to ensure smooth customer-related process flow
-Takes an active role in the development and coaching of Customer Relation Specialists and identifies training needs
-Serves as escalation point for Customer Relation Specialists, customers, Operations, overseas offices and other parties
-Escalates issues if required

Qualifications:
-Proven track record in a Customer Relation Specialist/ other customer facing role, with excellent customer interacting skills
-Deep knowledge of forwarding business, DGF products (AFR/OFR) and business systems
-Deep knowledge of CS processes and systems
-Ability to take ownership and steer a Customer Relation Team
-Ability to identify and meet customer needs in a pleasant and friendly manner
-Excellent communication, motivation and interpersonal skills
-Self-directed working style
-Excellent telephone and E-mail skills
-Commercial attitude
-Good knowledge in English (verbal/written) 举报 分享

DHL（敦豪）是全球物流行业领先品牌。凭借遍及全球220多个国家和地区的业务网络，逾380,000名员工，以安全、可靠的服务，将世界各地的个人和企业连结起来，促进了全球贸易往来。DHL隶属于德国邮政敦豪集团(Deutsche Post DHL Group)，2020年营收超过660亿欧元。

敦豪全球货运（DHL Global Forwarding，简称DGF）是敦豪旗下的货运物流板块，自1815年至今已有200多年的历史，在海陆空货运、跨境铁路及工业供应链管理等领域提供专业物流服务，为众多行业如科技、生命科学和医疗保健、新能源、汽车和零售等行业提供定制化的解决方案。我们还积极承担企业的社会责任，在绿色环保及帮助所在国弱势群体方面不断努力。以此，DHL致力于成为“服务全世界的物流公司”。

敦豪全球货运（中国）有限公司是DGF在中国的全资子公司。凭借扎实的物流操作经验，广泛的全球海陆空物流网络、专业热情的雇员、先进的物流信息技术、和灵活的价格体系等，成为我们的客户所信赖的物流合作伙伴。DHL全球货运中国的分公司和办事处遍及全国49个城市，拥有近3,000名的员工。