Customer Service Performance and Development Executive

About the role

DHL is looking for a Customer Service Performance and Development Executive to drive service excellence within its Customer Service function. The role implements continuous improvement programs, supports performance development initiatives, enhances team capabilities and identifies ways to improve customer experience, operational efficiency and service quality.

Key responsibilities

• Support Customer Service managers in monitoring service quality, performance standards and continuous improvement initiatives, and assist in following up quality audits.
• Work with leadership teams to identify training needs, support onboarding, induction and post-training evaluations, and develop employee skills.
• Analyze performance data and Voice of Customer feedback, recommend development actions and coordinate improvements with other departments.
• Manage customer follow-up, run mystery shopper programs and service quality benchmarking, and conduct root cause analysis on service incidents.
• Perform call monitoring, service audits and quality reviews, and develop, monitor and report performance metrics and KPIs.
• Collaborate with Regional Office teams on service excellence programs, contribute to process improvement projects and maintain training databases and procedures.

Required profile

• Bachelor's degree or equivalent qualification.
• 3 to 5 years of experience in Customer Service, Customer Experience, Performance Development, Quality Assurance or a related function.
• Experience designing and delivering training programs and coaching initiatives, and in contact center environments.
• Experience in Express, Logistics or Service industries is an advantage.
• Good command of French and English, spoken and written.

Required skills

• Strong analytical and problem-solving abilities.
• Advanced proficiency in Microsoft 365; knowledge of DHL systems and Power Apps is an asset.
• Project management, organizational and leadership skills.