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Vice President Customer Service DHL EXPRESS (HONG KONG) LIMITED
Vice President Customer Service DHL EXPRESS (HONG KONG) LIMITED
Job Highlights
  • 8 years managing a customer service function
  • strong customer and business orientation
  • Strong leadership competency
Job Description

Working Location:   Kowloon Bay

Being the lead of the Customer Services Division of DHL Express Hong Kong, one of the very large countries in Asia Pacific (excl China) (‘APEC’), Vice President Customer Service is responsible to plan and implement strategies and initiatives to ensure service excellence and best-in-class service is delivered to DHL customers. Reporting to Senior Vice President & Managing Director Hong Kong, and being a member of the local senior management board and the APEC customer services management team, the jobholder are required to actively contribute in achieving the global, regional and country business and functional imperatives and strategic plans as being Provider of Choice.


  • Lead and develop a team of over 250 customer service professionals in Contact Center, Tracing & key Account to ensure that country can achieve its business objectives
  • Ensure the Customer Service strategy and our “Insanely Customer Centric Culture” of DHL Express are cultivated across all customer services personnel
  • Set and drive the achievement of market leading Customer Service Quality and Service Performance targets
  • Provide direction for initiatives targeted towards improving customer satisfaction and loyalty, maximizing revenue generation opportunities and driving continuous improvement
  • Develop partnerships with internal and external stakeholders to drive service development and enhancement in customer touch points and ensure DHL provides market-leading service
  • Represent DHL Express Hong Kong in promoting DHL being the Provider of Choice for customers
  • Ensure Customer Service processes, targets, tools and practices in the different business delivery teams within Customer Service are effective in delivering our promise to customers as well as supporting country business imperatives in alignment with our global/regional strategy
  • Develop and implement the Annual Operating Plans on areas pertaining to the Management of country CS in tandem with the Regional strategies and guidelines
  • Optimize the cost and efficiency of doing business by leveraging on technology, redefining or eliminating manual and redundant business processes


  • Bachelor degree in Business/Marketing ; a Master degree will be an advantage
  • At least 15 years experience in service industry, of which at least 8 years managing a customer service function or a contact center environment of a sizable company, preferably multinational companies
  • A seasoned professional with strong customer and business orientation with good business acumen
  • Strong leadership competency with Respect and Results focused attributes, and with proven experience in employee engagement of all levels
  • Capable to shape direction and navigate the team to achieve functional and company goals, and be able to take a holistic view and manage stakeholders within or outside the network for the better interests of the Company
  • A proven change agent, with sound experience in initiating and implementing changes to drive for high performance and continuous improvement
  • Excellent communication & presentation skills with high capability to communicate with top management at both country, regional & global level
  • Well verse in Cantonese and Mandarin, written & spoken English & Chinese



Please click the link below

 for application and indicating your current and expected salary, and availability.  For more job opportunities, please visit our website at and also indicate your current and expected salary, and availability in the resume.  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
15 years
Employment Type
Full Time, Permanent
Dental insurance, Double pay, Education allowance, Five-day work week, Life insurance, Medical insurance, Performance bonus
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 360,000 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 60 billion euros in 2017.