Customer Services Team Leader at DHL

A TYPICAL DAY MAY INVOLVE

• Lead and develop a team of coordinators, providing guidance, coaching, and performance management through 1:1s, reviews, and absence management
• Ensure operational excellence by meeting KPIs and targets, auditing processes, and serving as the escalation point for complex issues
• Deliver exceptional customer service to internal and external stakeholders while supporting training initiatives and maintaining SOP compliance
• Produce accurate reports and insights to support decision-making and continuous improvement across the team and department

THIS ROLE WOULD SUIT PEOPLE WHO

• Proven customer service skills, with experience handling queries and escalations for internal and external stakeholders
• Strong communication and attention to detail, ensuring accuracy and clarity in all interactions and documentation
• Supervisory experience is desirable, with the ability to support and guide team members effectively
• ERP or SAP system knowledge preferred (training available)