Customer Manager

About the role

DHL Global Forwarding, the Group's air, ocean and road freight specialist, is hiring a Customer Manager in Muscat, Oman. The role contributes to the development of the customer service strategy in line with country-level strategy, business objectives, guidelines and policies.

Key responsibilities

• Draft and ensure delivery of operational plans, measures and budgets to achieve defined results.
• Ensure high-impact customer service initiatives and activities across the defined geographic and business area.
• Monitor cost and effectiveness of initiatives to prioritize spending and resource allocation.
• Share customer service input for business decisions and programs.
• Design customer service programs, processes and policies to meet business objectives and protect customer relationships and public reputation.
• Ensure implementation of systems, standards, targets and customer feedback mechanisms to monitor customer service performance.
• Monitor customer service inquiries, coordinate and resolve escalated complaints and issues.
• Encourage use of global and regional customer service technologies and processes.
• Implement best-in-class customer service management practices and knowledge sharing.
• Cooperate with senior executives, particularly in marketing and sales, to align customer service strategies with business objectives.

Required profile

• Bachelor's degree or equivalent experience and qualification.
• More than 6 years of work experience.

What we offer

• Opportunities in a global company to contribute your ideas and skills.
• Possible further career development.
• Competitive salary.