Job Description

About us

At DHL, people mean the world to us. That’s why our goal has always been to attract and retain the best talent over the world. We provide challenge and opportunity for personal and professional development. We recognize the difference you bring to our business, and together we share the pride of building THE logistics company for the world.
Under the DHL Supply Chain umbrella, one of the business units of DHL, we provide customized logistics and industry solutions in the areas of supply chain management, warehousing, distribution, value added services, and lead logistics provider services for our customers – helping them deliver better results everyday.
Responsibilities

• Strategic and operational lead between contact centre and customers, ensuring contact centre operations align with the clients’ strategies and priorities
• Manage client relationships, both existing and new clients
• Prepare and present project proposals to clients on soliciting new business and negotiating on contract terms & conditions
• Take ownership and resolve any urgent or critical issues escalated by the client or team
• Establish and oversee the implementation of work processes and SOPs of the contact centre, and make recommendations for improvement

• Bachelor’s degree in any discipline
• 8 – 10 years of experience in contact centre operations, managing large teams of more than 300 agents at a leadership position
• Strong leadership ability in establishing relationships, managing multiple stakeholders and customers across different levels
• Strong in communication, both written and verbal
• Good time management, ability to work under pressure in a fast-paced environment