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Customer Service Development Manager DHL EXPRESS (HONG KONG) LIMITED
Customer Service Development Manager DHL EXPRESS (HONG KONG) LIMITED
Job Highlights
  • Degree holder or above
  • Drive and implement improvement programs
  • Manage CS scorecards, analyze performance
Job Description

Reporting to the Vice President of Customer Service, you will lead a team to drive and facilitate the achievement of service excellence through the adoption of best demonstrated practices, continuous improvement of Customer Service processes and quality performance, as well as the development of Customer Service personnel.


  • Promote and cultivate a Quality and Insanely Customer Centric culture across the different sub-functions in CS Division
  • Drive and implement improvement programs to identify process gaps and achieve process improvement to result in a seamless division
  • Plan and perform scheduled audit processes and activities to ensure quality compliance and excellent service standards are met
  • Achieve service excellence by conducting regular skills verification and calibrations
  • Formulate and deploy development and coaching activities for CS personnel aiming to upgrade their skills and knowledge, to support and live the business imperatives as well as company strategies
  • Develop appropriate approach and performance metrics for the evaluation of the skills and competencies level of CS personnel to facilitate the identification of training needs and gaps
  • Plan and drive the deployment of a series of internal training programmes and ensure the learning effectiveness of target participants to align with the company’s training objectives
  • Manage CS scorecards, analyze performance and recommend improvement measures
  • Monitor the day-to-day application of organizational processes and procedures within CS to ensure alignment with Global CS Process at the same time optimize CS resources to maximize performance effectiveness
  • Work closely with Regional CS Team in order to effectively roll-out regionally driven projects and initiatives in country and identify areas for service improvement


  • Degree holder or above;
  • Minimum 8 years relevant working experience in service industry or customer services, of which 3 years in a management capacity;
  • Excellent presentation and facilitation skills;
  • Excellent planning, analytical and organizing skills and project management;
  • Strong interpersonal, negotiation and communication skills.
  • Conversant with MS Office;
  • Knowledge of Quality Monitoring systems is preferable;
  • Good command of written and spoken English and Chinese/Cantonese


Click "Apply Now" or apply on line via the following link: and also indicating your current and expected salary, and availability.  For more job opportunities, please visit our website at

Personal Information Collection Statement pertaining to Recruitment

DHL Express (Hong Kong) Limited (“DHL”) is committed to protecting and respecting your privacy in accordance with the Personal Data (Privacy) Ordinance of Hong Kong (the “Ordinance”) and DHL’s Personal Data Protection Policy (the “Policy”) at

By proceeding to respond to this recruitment advertisement you consent that we may use, retain,
process, transfer or otherwise handle the personal data that we collect from you for recruitment purposes (including any other purposes directly related thereto) in accordance with the Policy.

All personal data of unsuccessful applicants will be retained for future recruitment purposes for a period of not more than two (2) years, after which such data will be destroyed.

You have the right at any time to make a data access or correction request concerning your personal data held by us. In addition, you may request us to delete your personal data that is no longer required for the relevant purposes which you have given consent. Should you wish to exercise such rights or have any question in relation to your personal data or the Policy, please contact our Human Resources Division in writing at [email protected].

Additional Information
Years of Experience
8 years
Employment Type
Full Time, Permanent
Company Website
Company details


DHL is the leading global brand in the logistics industry. Our DHL family of divisions offer an unrivalled portfolio of logistics services ranging from national and international parcel delivery, e-commerce shipping and fulfillment solutions, international express, road, air and ocean transport to industrial supply chain management. With about 350,000 employees in more than 220 countries and territories worldwide, DHL connects people and businesses securely and reliably, enabling global trade flows. With specialized solutions for growth markets and industries including technology, life sciences and healthcare, energy, automotive and retail, a proven commitment to corporate responsibility and an unrivalled presence in developing markets, DHL is decisively positioned as “The logistics company for the world”.

DHL is part of Deutsche Post DHL Group. The Group generated revenues of more than 57 billion euros in 2016.