Customer Service Manager
Guide and direct customer service team towards achieving operational goals.
Ensure that customer service team has excellent communication, problem solving and professional phone/email etiquette skills
for achieving customer satisfaction.
Ensure that customer complaints are resolved in a professional manner.
Provide supervision and technical assistance to customer service team to attain departmental and organizational goals.
Hire and train customer service staff to deliver high class customer service.
Determine work procedures, work schedules, and workflow for customer service staff.
Perform annual reviews, appraisals and performance management reviews for the customer service staff.
Ensure that the customer calls and emails are handled and answered in a timely and accurate fashion.
Develop standard procedures and policies for improving the service provided to customers.
Conduct meeting with Managers to discuss about process improvements and issues.
Maintain in-depth working knowledge of INTEL, systems and processes.
Monitor business and process metrics to measure and manage customer service effectiveness.
Maintain communication with CBAs/CBOs via emails, phone calls, etc.
Drive KPIs and management process improvements and sustainability trends
Strong written and verbal communication
Good working knowledge of the logistics industry
Fluent in English communications (verbal/written)
Strong problem-solving and analytical skills
Good time management skills
Experience working with electronic data
Ability to manage multiple priorities
Strong commitment to customer service and satisfaction
Bachelor Degree in International Trade Logistics / Administration / Engineer
8 years experience on similar positions
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DHL (Costa Rica) S.A.
„Die Deutsche Post DHL bietet mir Sicherheit, die Chance mich weiterzuentwickeln und die Möglichkeit, in fast jedem Land der Welt zu arbeiten.“
Aktueller Mitarbeiter – Senior Consultant in Bonn