Senior Director, Customer Service

Join the World's Most International Company!

Are you ready to embark on an exciting journey with a company that has been at the forefront of cross-border express delivery since 1969 At DHL Express, we operate in over 220 countries and territories, making us the most international company in the world. Our mission is to connect people and improve lives across the globe, and we believe that the more people we connect, the better our planet becomes.

Join the DHL Express Family: Where Diversity Thrives!

At DHL Express, we don't just talk the talk-we walk the walk! As an equal opportunity employer, we are on a mission to create a vibrant, diverse, and inclusive culture that reflects the world we serve. We believe that every individual brings unique talents and perspectives to the table, and that's what makes our team truly extraordinary.

No Labels, Just Talent! We celebrate differences, whether it's race, color, gender, sexual orientation, age, ability, marital status, family responsibilities, religion, political beliefs, or national origin. We're all about breaking down barriers and building bridges-because diversity fuels innovation and drives success!

Your Task:

• 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 implemen t 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

What you bring

• 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