Customer Service Development Manager

Hong Kong SAR DHL Express req77743 10/05/2019

Reporting to the Vice President of Customer Service, you will lead a team to drive and facilitate the achievement of service excellence through the adoption of best demonstrated practices, continuous improvement of Customer Service processes and quality performance, as well as the development of Customer Service personnel.


  • Promote and cultivate a Quality and Insanely Customer Centric culture across the different sub-functions in CS Division
  • Drive and implement improvement programs to identify process gaps and achieve process improvement to result in a seamless division
  • Plan and perform scheduled audit processes and activities to ensure quality compliance and excellent service standards are met
  • Achieve service excellence by conducting regular skills verification and calibrations
  • Formulate and deploy development and coaching activities for CS personnel aiming to upgrade their skills and knowledge, to support and live the business imperatives as well as company strategies
  • Develop appropriate approach and performance metrics for the evaluation of the skills and competencies level of CS personnel to facilitate the identification of training needs and gaps
  • Plan and drive the deployment of a series of internal training programmes and ensure the learning effectiveness of target participants to align with the company’s training objectives
  • Manage CS scorecards, analyze performance and recommend improvement measures
  • Monitor the day-to-day application of organizational processes and procedures within CS to ensure alignment with Global CS Process at the same time optimize CS resources to maximize performance effectiveness
  • Work closely with Regional CS Team in order to effectively roll-out regionally driven projects and initiatives in country and identify areas for service improvement


  • Degree holder or above;
  • Minimum 8 years relevant working experience in service industry or customer services, of which 3 years in a management capacity;
  • Excellent presentation and facilitation skills;
  • Excellent planning, analytical and organizing skills and project management;
  • Strong interpersonal, negotiation and communication skills.
  • Conversant with MS Office;
  • Knowledge of Quality Monitoring systems is preferable;
  • Good command of written and spoken English and Chinese/Cantonese

Facts and Figures

  • Business Unit

    DHL Express Hong Kong

  • Travel Required

    No Business Travel

  • Employment Type

    Permanent Full-Time

  • Work Permit Required