Customer Retention Manager

DHL Worldwide Express Taşımacılık ve Tic. A.Ş.

The Job

• Customer Retention Manager is responsible for identifying and implementing the correct mix of recruitment & selection, strategic direction, motivation, development of all staff
• Responsible for achieving the key global and regional KPI’s. A key member of the Customer Service Management Team ensuring all KPI’s across the department achieved
• Responsible for balancing between Commercial Team needs and Key Account Desk source accordance with regional & global directions
• Develop a high performance service culture within the Key Accounts, Local and Network Desk by allocating appropriate resources to achieve objectives and targets
• Support all backline functions in terms of complaint and problem solving and other contractually agreed services communicated by the relevant Sales staff in order to develop a continuing business partnership
• Work with the commercial teams to ensure the correct strategy is in place/managed and consistent ensuring the proper customers are being served
• Continuously review and improve existing trace and service recovery processes to ensure relevance to the dynamic business environment with a view towards establishing and maintaining a competitive advantage
• Ensure maximum availability of work time in order to support the workload and standards required from the whole team

The Person

• University degree
• Proficiency in English
• At least 3 years of team management experience
• Customer Service and/or Complaint/Claim handling experience is preferred
• Strong leadership abilities
• Problem solving attitude & ability to multitask
• Proven track record of demonstrating role model competencies for the team
• Teamwork oriented with strong communication and interpersonal skills
• Willingness to work under challenging circumstances and environment

      “DPDHL çalışanlarına eşit fırsatlar sunan ve işyerinde çeşitliliği teşvik eden bir firmadır.”

COVID-19 Bildirimi: İşe alımlarımıza devam ediyoruz ve bu kapsamda aday ve çalışan güvenliğini teşvik eden yeni süreçler uyguluyoruz.

Bunun bir parçası olarak, bir sonraki duyuruya kadar çevrimiçi bir işe alma sürecine geçtiğimizi paylaşmak isteriz.

*Sadece olumlu değerlendirilen adaylara geri dönüş sağlanacaktır.