Customer Support Supervisor

Job Summary: The ADC Customer Support Supervisor is responsible for leading a team of Advanced Duty Collection (ADC) Agents to ensure exceptional customer experience across various communication channels. This role emphasizes enhancing collection and auto-collection rates while maintaining high levels of customer satisfaction through effective management and innovative solutions. Key Responsibilities: Team Leadership: Recruit, develop, and manage a motivated team of ADC Agents to maximize performance and achieve departmental objectives. Customer Experience Management: Handle inbound and outbound customer interactions related to customs fees, ensuring timely resolution of queries and complaints while adhering to DHL standards. Collection Process Oversight: Oversee the collection of Duty/VAT charges, ensuring compliance with predefined criteria and the Global ADC Treatment Plan for consistent messaging across regions. Support and Training: Provide frontline support to agents, addressing complex queries and promoting online payment options for customer convenience. Performance Monitoring: Track and analyze key performance indicators (KPIs) such as collection rates, customer satisfaction scores, and turnaround times, implementing improvement strategies as needed. Stakeholder Engagement: Build and maintain relationships with internal and external stakeholders, acting as a point of escalation for complex issues and ensuring effective communication across departments. Process Improvement: Identify opportunities for service enhancement and operational efficiency, proposing and implementing innovative solutions to streamline the collection process. Reporting: Deliver regular reports on team performance, collection metrics, and customer feedback to management, highlighting areas of success and opportunities for improvement. Required Skills and Competencies: Leadership Skills: Strong ability to inspire and lead a team, fostering a positive and productive work environment. Customer Centricity: Deep commitment to understanding and addressing customer needs, ensuring a high level of satisfaction. Analytical Skills: Proficient in analyzing performance data to drive improvements in service delivery and collection rates. Communication Skills: Excellent verbal and written communication skills, capable of effectively conveying information to diverse audiences. Problem Solving: Strong problem-solving abilities, with a focus on innovative and creative solutions to enhance customer experience. Technical Proficiency: Familiarity with tools such as MCT, ADC systems, and basic knowledge of Microsoft Office applications (Outlook, Excel, PowerPoint). Qualifications: Education: Bachelor’s degree in Customer Service, Business Administration, or a related field. Experience: Minimum of 2 years in customer service roles, with at least 1 year in a supervisory capacity, preferably in a logistics or financial environment. Language Skills: Intermediate proficiency in English (B2 or above) Industry Knowledge: Understanding of logistics products and the customs clearance process is advantageous. Performance Objectives: Maintain a Grade of Service (GOS) of at least 80%. Achieve an Abandoned Call Rate (ACR) of less than 1 %. For other communication channels targets will be displayed according to global parameters Promote a healthy workplace environment to the leading team. Among others related to the function.

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