Senior Specialist Cs Tools and Digitalisation

2 months ago

Johannesburg, South Africa DHL Full time

**IT’S NOT JUST AN OPPORTUNITY TO GET ON THE CAREER LADDER.**

**IT’S AN OPPORTUNITY TO HELP THE WORLD GET ON TOGETHER**

Why do people call us the world’s most international company? Is it because we operate in more countries than any other logistics provider? Is it because we invented cross border shipping over 45 years ago? Or is it, perhaps, because what we do connects people across the world. And the more we can connect people, the better life on earth becomes.

We love our role in the world. And we’re looking for the right people to help us maintain - and grow it. People like you.

**Role Context**
- Lead, manage, and support countries in defining business requirements.
- Manage the deployment and implementation of customer service tools and programs regionally.
- Oversee and drive the implementation of customer service tools, technologies, and digitalization initiatives within the region.
- Enhance the customer service experience by leveraging innovative solutions and optimizing operational efficiency.
- Support digital transformation efforts.
- Collaborate with teams and cross-functional stakeholders to develop and execute strategies that improve customer service processes.
- Streamline operations to deliver a seamless digital experience for customers in Sub Saharan Africa.
- Work with countries to identify and develop RPAs to drive customer experience, employee experience, and operational efficiency

**Key Responsibilities**

The key tasks for the role of the Senior Manager Customer Service Tools, Technology, and Digitalization for Sub Saharan Africa may include:

- Work with the Head of CS Tools - SSA to develop and execute a comprehensive customer service tools, technology, and digitalization strategy for Sub Saharan Africa.
- Identify and evaluate emerging technologies and digital solutions to enhance customer service operations and improve the customer experience.
- Collaborate with cross-functional teams to implement and integrate customer service tools, systems, and platforms.
- Support with the evaluation and selection of third-party vendors and technology partners to support customer service initiatives.
- Ensure the smooth implementation and adoption of new tools and technologies, providing training and support to teams as needed.
- Monitor and analyze key performance indicators (KPIs) related to customer service operations and digitalization efforts, identifying areas for improvement and implementing corrective measures.
- Stay updated on industry trends and best practices in customer service tools, technology, and digitalization, and recommend innovative solutions to enhance operational efficiency and customer satisfaction.
- Collaborate with regional and global stakeholders to align customer service strategies and share best practices across the organization.
- Support the SSA Customer Service team to drive performance and achieve departmental goals.
- Assist to develop and execute a comprehensive customer service tools, technology, and digitalization strategy for Sub Saharan Africa.
- Identify and evaluate emerging technologies and digital solutions to enhance customer service operations and improve the customer experience.
- Collaborate with regional and global stakeholders to align customer service strategies and share best practices across the organization.

**Management responsibility**
- Leadership: Provide strong leadership to country teams responsible for customer service tools, technology, and digitalization as assigned, including setting clear goals, expectations, and performance standards.
- Team Development: Mentor, coach, and develop teams, fostering a positive and collaborative work environment that promotes growth and learning.
- Resource Allocation: Work with countries and the regional team to manage and allocate resources effectively, ensuring the right people, budget, and technology are in place to support customer service tools and technology initiatives.
- Project Management: Participate in planning, execution, and monitoring of projects related to customer service tools, technology, and digitalization, ensuring timely delivery and adherence to quality standards.
- Stakeholder Management: Build and maintain strong relationships with internal and external stakeholders, collaborating with cross-functional teams and vendors to achieve common goals and objectives.
- Performance Monitoring: Support the Customer Service teams to establish key performance indicators (KPIs) and metrics to measure the effectiveness and efficiency of customer service tools and technology initiatives, regularly monitoring and analyzing performance data.
- Continuous Improvement: Identify opportunities for process improvements, automation, and innovation in customer service operations, fostering a culture of continuous improvement within the team.
- Risk Management: Identify and mitigate risks associated with customer service tools, technology, and digitalization, ensuring compliance wit

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