Customer Inquiry Manager

Role Purpose

Customer Inquiry Manager is responsible for leading a high-performing frontline team to ensure efficient, timely, and quality handling of all customer queries, complaints, and concerns. The role focuses on continuously enhancing the customer experience by ensuring query resolution meets global standards and KPIs. The manager supports a culture of accountability, service excellence, and process improvement, and ensures customer touchpoints are managed in a proactive, empathetic, and solutions-driven manner. First Inquiry Manager is supporting the training roadmap for new joiner and existing staff through DHL customized training and ongoing coaching.

Key Responsibilities:

Query prioritization & resource allocation.Workforce management such as Daily work scheduling and leave approvals.Coaching side by side and remotely.Supporting Trainings in class and Online through Cs Academy /My talent World .Data analysis and trending delivering productivity and higher quality within CS.Process escalations.Facilitating performance Dialogues Staff awards & incentivesProcess enhancements.Staff promotions & development needs.Customer policy improvements.

Principal Accountabilities

Key Activity

Maintaining Green KPIs & performance insights Customer Queries HandlingTeam LeadershipProcess Optimization CollaborationQuality AssuranceCustomer Relationship ManagementData & Reporting

Objectives / Measures

Maintaining with the team good performance achieving targets communicated in CS Excellence Scored & CS KPIs, PerformanceEnsure end-to-end management of all customer queries and complaints Maintain proactive follow-up and clear communication throughout query lifecycleCoach and support advisors to deliver quality query resolutions Monitor individual and team performance against KPIsIdentify and implement process improvements for faster, first-time query resolution Use customer insights to recommend service enhancementsLiaise with internal departments to ensure root cause resolution Act as a point of contact for escalated issuesConduct regular call monitoring, side-by-side coaching, and system audits Run monthly 1:1s and refresher trainingsEngage key customers regularly to gather feedback and ensure satisfaction Ensure advisors are trained to deliver consistent, customer-centric communicationAnalyse trends in query types and resolution timelines Provide insights and reports to management on customer satisfaction levels and team performance

DEGREE OF SUPERVISION:

Responsible for supervising the Customer Service frontline team and monitoring their daily, weekly, and monthly performance reports.

PERSON SPECIFICATION:

Education:

Diploma or University Degree

Experience:

Minimum 2 years in Customer Service (Backline/Frontline)

1+ year in a leadership/supervisory role

Sales experience is a plus.

Languages:

Fluent in Arabic and English

Competencies:

Customer Orientation & Problem Solving

Influencing & Communication Skills

Planning & Organizing

Decision-Making & Accountability

Leadership & Coaching

Resilience & Team Motivation

Data Analytics & AI is a plus

Why This Role Is a Great Opportunity

Joining DHL Express as a Customer Inquiry Manager in Amman, Jordan, offers a unique career advancement opportunity in a globally recognized logistics leader. This executive position not only allows you to lead a dynamic team but also places you at the heart of customer experience enhancement. You'll be pivotal in shaping how DHL interacts with its clients, ensuring that each interaction meets the highest global standards.

In this role, you will gain unparalleled experience in customer service management, which is highly valued across industries. The logistics sector is integral to global trade, and managing inquiries in such a fast-paced environment will hone your skills in problem-solving, leadership, and strategic thinking. With DHL's commitment to innovation and excellence, your career path is set to grow in tandem with the company's expansive reach and influence.

Key Skills You Need to Succeed

• Leadership: As a Customer Inquiry Manager, leading and motivating your team is crucial. Effective leadership drives performance and fosters a positive work environment.
• Communication: Clear and empathetic communication is essential for resolving customer queries and maintaining strong relationships with clients.
• Problem-Solving: The ability to quickly analyze issues and implement solutions ensures customer satisfaction and enhances service delivery.
• Technical Proficiency: Familiarity with tools like Go, Scala, and R will help in managing data-driven insights and improving processes.
• Analytical Skills: Proficiency in Excel and data analysis is necessary for tracking performance metrics and identifying areas for improvement.

Tips to Get Hired for This Role

To enhance your chances of securing the Customer Inquiry Manager position at DHL Express, tailor your resume to highlight relevant leadership and customer service experience. Showcase specific examples where you have successfully led teams or improved service processes.

In preparation for the interview, research DHL's core values and recent initiatives to align your answers with the company’s goals. Demonstrate your understanding of the logistics industry and your ability to manage customer interactions effectively. Practicing common interview questions with a focus on leadership and problem-solving will also be beneficial.

Lastly, express your enthusiasm for the role and the opportunity to contribute to DHL’s mission of connecting people and improving lives. A genuine passion for customer service and a proactive approach to handling inquiries will set you apart as a strong candidate.