Team Lead Customer Service

Position Overview

DHL Group the logistics provider of the world with over 580,000 employees in more than 220 countries and territories. We are an organization that is not just moving goods around, we have a very clear purpose, and we are: Connecting People. Improving Lives. We provide challenges and opportunities for personal and professional development, we recognize the difference you bring to our business and together we share the pride of building one of the largest world leaders in logistics and supply chain.

We are seeking a dedicated Team Lead Call Center to support and guide our customer service agents in providing exceptional email support to our global customer base. This role involves overseeing the handling of customer inquiries, ensuring the resolution of shipment-related issues, and maintaining accurate documentation in our CRM system. You will also support your team in utilizing translation tools to effectively serve customers in the German speaking market.

Key Responsibilities:

• Lead a team in the Customer Service Email Support Front Office area.
• Act as a link between site management and the team
• Support personnel matters and moderate team meetings and complex cases
• Develop and implement concepts independently
• Plan, coordinate, and ensure task completion within the team
• Analyse data and reports and deliver respective measures
• Maintain professional relationship and stakeholder management
• Report directly to site management

Required Qualifications:

• Education: Completed customer service training or degree with relevant qualification
• Experience: Several years of professional experience and initial leadership experience

Skills:

• 5+ years working experience in the corporate office environment
• 3+ years proficiency in common Microsoft-office applications
• 2+ years user knowledge of Salesforce and SAP applications
• Experience in B2BC commercial business processes (e.g. CRM, contract life cycle management) preferred
• Independent, structured, and responsible working style
• Analytical and conceptual skills
• Organizational skills and enthusiasm for teamwork
• Excellent communication and negotiation skills
• Flexibility and willingness to take on new topics and projects
• High commitment, enthusiasm, and strong social competence

Working Conditions

• Schedule: Standard Indian business hours.
• Work Options: Onsite only.
• Global Coverage: May require occasional work outside standard hours.
• Performance Metrics: Success measured by response time, resolution rate, and customer satisfaction scores.

Benefits

• Annual Leave: 42 days off apart from Public / National Holidays.

• Medical Insurance: Self + Spouse + 2 children. An option to opt for Voluntary Parental Insurance (Parents / Parent -in-laws) at a nominal premium covering pre existing disease.