DHL Group the logistics provider of the world with over 580,000 employees in more than 220 countries and territories. We are an organization that is not just moving goods around, we have a very clear purpose, and we are: Connecting People. Improving Lives. We provide challenges and opportunities for personal and professional development, we recognize the difference you bring to our business and together we share the pride of building one of the largest world leaders in logistics and supply chain.
We are seeking a dedicated Team Lead Call Center to support and guide our customer service agents in providing exceptional email support to our global customer base. This role involves overseeing the handling of customer inquiries, ensuring the resolution of shipment-related issues, and maintaining accurate documentation in our CRM system. You will also support your team in utilizing translation tools to effectively serve customers in the German speaking market.
Key Responsibilities:
Lead a team in the Customer Service Email Support Front Office area.
Act as a link between site management and the team
Support personnel matters and moderate team meetings and complex cases
Develop and implement concepts independently
Plan, coordinate, and ensure task completion within the team
Analyse data and reports and deliver respective measures
Maintain professional relationship and stakeholder management
Report directly to site management
Required Qualifications:
Education: Completed customer service training or degree with relevant qualification
Don't want to miss the next one?
Subscribe to daily email alerts for roles matching your interests.
Experience: Several years of professional experience and initial leadership experience
Skills:
5+ years working experience in the corporate office environment
3+ years proficiency in common Microsoft-office applications
2+ years user knowledge of Salesforce and SAP applications
Experience in B2BC commercial business processes (e.g. CRM, contract life cycle management) preferred
Independent, structured, and responsible working style
Analytical and conceptual skills
Organizational skills and enthusiasm for teamwork
Excellent communication and negotiation skills
Flexibility and willingness to take on new topics and projects
High commitment, enthusiasm, and strong social competence
Working Conditions
Schedule: Standard Indian business hours.
Work Options: Onsite only.
Global Coverage: May require occasional work outside standard hours.
Performance Metrics: Success measured by response time, resolution rate, and customer satisfaction scores.
Benefits
Annual Leave: 42 days off apart from Public / National Holidays.
Medical Insurance: Self + Spouse + 2 children. An option to opt for Voluntary Parental Insurance (Parents / Parent -in-laws) at a nominal premium covering pre existing disease.
Similar roles you might like
More openings like this one — take a look before you go.
