Are you a passionate leader ready to elevate customer experience to the next level? DHL Express Tanzania is seeking an exceptional Head of Customer Service to drive service excellence, inspire teams, and deliver world-class customer satisfaction. This is your opportunity to join a globally respected logistics brand and play a key role in shaping the company’s customer service strategies in Tanzania, DHL Express Tanzania Head of Customer Service 2025.
About the Role
The Head of Customer Service will design, develop, and execute customer service strategies that align with DHL’s global standards while supporting local business objectives. This leadership role focuses on enhancing customer satisfaction, ensuring operational efficiency, and promoting continuous improvement.
The ideal candidate will possess strong leadership skills, a deep understanding of customer service operations, and the ability to manage performance-driven teams in a fast-paced environment.
Key Responsibilities
1. Customer Service Management
- Lead initiatives to enhance customer satisfaction and strengthen loyalty.
- Manage and monitor all Customer Service KPIs to achieve business goals.
- Serve as the escalation point for complex customer complaints or shipment-related issues.
2. Stakeholder Collaboration
- Work closely with Sales, Key Accounts, and IT departments to improve service delivery.
- Develop effective customer engagement and service recovery strategies.
3. Operational Excellence
- Ensure operations align with DHL’s Centre of Excellence (COE) standards.
- Conduct regular audits and analyses to identify and address service improvement areas.
4. Revenue Growth
- Identify cross-selling and upselling opportunities for value-added services.
- Promote Electronic Shipping Solutions (ESS) to boost revenue and efficiency.
5. People Leadership
- Cultivate a high-performance, customer-focused culture within the team.
- Set clear KPIs, conduct performance reviews, and identify training needs.
6. Project & Process Improvement
- Partner with regional offices to develop innovative customer service projects.
- Oversee legal cases linked to shipment incidents and claims.
7. Technology & Efficiency
- Utilize technology to streamline operations, reduce costs, and eliminate redundant processes.
8. Employee Engagement
- Monitor staff satisfaction and manage retention.
- Encourage career growth through continuous training and succession planning.
Qualifications & Experience
| Requirement | Details |
|---|---|
| Experience | Minimum 10 years in the service industry, including at least 5 years in a leadership role within customer service or contact center management. |
| Expertise | Strong background in customer relationship management, operations, project management, sales, or marketing. |
| Education | Bachelor’s degree in Customer Service Management or an equivalent field (preferred) |
Why Join DHL Express Tanzania?
At DHL, you’ll be part of a global leader in logistics known for innovation, customer commitment, and service excellence. This role offers a unique opportunity to shape the customer service strategy of one of the world’s most trusted brands while fostering growth and excellence across teams.
Location: Dar es Salaam, Tanzania
Job Reference: EX25008E1
Organization: DHL Express Tanzania
Join DHL Express and help redefine customer service excellence in Tanzania and beyond. Apply now and be part of a global network that connects people and improves lives.
