Job Detail

Team Leader - DHL

Date Posted:Aug 21, 2021

Job Detail

  • Location:
    Muscat, Masqat, Oman
  • Company:
  • Type:
    Full Time
  • Career Level:
    Experienced Professional
  • Experience:
    5 Year
  • Gender:
    No Preference
  • Degree:
  • Apply Before:
    Oct 31, 2021

Job Description

Would you like to become part of the world's most international company in the world?
A company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet.
Do you want to make a difference? Then come to our "Insanely Customer Centric" Team and become a Certified International Specialist!
  • Identify, develop and maintain favorable contact with high level decision makers including C-suite level and work to understand strategic business challenges while developing a business fit between DGF and the customer.
  • Focus is on delivering Customer Satisfaction by leveraging the organization’s network and ensuring all stakeholders are engaged.
  • Develop proposals and sales plans that support increased sales from targeted prospects.
  • Interact with external customers in a professional manner for effective service recovery and/or pay visits where Service Recovery actions are deemed essential as an extension of customer care.
  • Support all key account functions in terms of complaint and claim handling, problem solving and other contractually agreed services communicated by the relevant Sales staff in order to develop a continuing business partnership.
  • Establish proper systems and processes for handling shipment claims, processing, resolution, analysis of root causes, reporting, corrective and preventive actions and follow-up audits to ensure compliance to preventive actions and communication to relevant departments for organizational learning.
  • Co-ordinate legal cases arising from shipment related incidents and claims and liaise with assigned legal counsels.
  • Establish and maintain the Service Recovery System to ensure service failures (primarily claims and complaints) are promptly recovered to the satisfaction of customers to minimise negative impact on long term customer loyalty.
  • Lead and drive customer satisfaction by providing best in class standards with a view towards establishing and maintaining a competitive advantage
  • Develop a high performance service culture within the Customer Service Department.
  • Plan, organize and direct an efficient and effective team of customer service professionals.
  • Develop KPIs with team members and monitor individual performance.
  • Conduct performance review and coaching.
  • Prioritize and manage the allocation of appropriate resources and commitment of staff to the achievement of Global, Regional and Country objectives and targets.
  • Identify training needs and opportunities to develop a highly skilled Customer Service Department.


  • Communication skills, spoken and written (Excellent)
  • Negotiation and interpersonal skills (Excellent)
  • Analytical, organizational and motivational skills (Excellent)
  • People Management skills (Excellent)
  •  Presentation skills (Excellent)
  • Facilitation and training skills (Excellent)
  • Customer facing and interaction skills (Excellent)
  • Technical skills (Call Management system, Quality monitoring system etc)
  • Project Management skills (Excellent)
  • 5 years in customer care or a related capacity
  • 3 years in a management capacity in customer care or a related capacity
  • Experience in the Air Express Industry (Preferable)
  • Customer Contact Centre Management Skills, particularly in Customer Satisfaction and Service Excellence (Excellent)
  • Strong career support in an international environment.
  • Great culture and colleagues.
  • Multifarious benefit programm.
Do you see a personal challenge in these versatile and responsible tasks? Then apply now!
We look forward to receiving your application!

Job is expired

Company Overview

Bonn, Nordrhein-Westfalen, Germany

DHL is the leading global brand in the logistics industry. Our divisions offer an unrivalled portfolio of logistics services ranging from national and international parcel delivery, e-commerce shipping and fulfillment solutions, international express... Read More

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