-Plan and manage the marketing budget, ensuring efficient allocation of resources and optimizing marketing metrics.-Develop and execute comprehensive marketing strategies and campaigns that align with the company's goals and objectives.-Monitor brand consistency across marketing channels and materials.

-Build and manage Engagement, Service Excellence and User Experience teams. -To understand the customer experience and work with engineering teams to improve it. -Gathering customer feedback through all possible channels. -Beginning at the first point of contact, making sure that the entire service is carried out in the most perfect way and supporting the user at the pain points. -Taking action to eliminate pain points.

-Define and execute strategies for the Key accounts in line with business expectations and customer vision. -Work with sales team to plan annual agreements and periodic activities with relevant key accounts for shipments growth. -Achieving monthly and annual customers success goals. -Making a periodic report to customers for their shipment journey. -Follow up and analyze shipments trends very closely. -Provide complete support and collaboration sales team to ensure customer satisfaction… Show more -Define and execute strategies for the Key accounts in line with business expectations and customer vision. -Work with sales team to plan annual agreements and periodic activities with relevant key accounts for shipments growth. -Achieving monthly and annual customers success goals. -Making a periodic report to customers for their shipment journey. -Follow up and analyze shipments trends very closely. -Provide complete support and collaboration sales team to ensure customer satisfaction. -Manage risk and control the shipments of key accounts customers. Show less

•Forming a manpower plan with development team – by utilizing the ACD reports where available – to meet the needs of the department/ company workload as well as providing a 24 hour-call center service to both customers and network. • Maximizing staff performance and productivity by fully utilizing CS systems and reports. Developing, monitoring, setting, and giving incentives to all necessary standards to achieve agreed performance/service standards. • Preparing monthly incentive reports… Show more •Forming a manpower plan with development team – by utilizing the ACD reports where available – to meet the needs of the department/ company workload as well as providing a 24 hour-call center service to both customers and network. • Maximizing staff performance and productivity by fully utilizing CS systems and reports. Developing, monitoring, setting, and giving incentives to all necessary standards to achieve agreed performance/service standards. • Preparing monthly incentive reports for the agents and giving monthly and regular feedback accordingly. • Setting sales and quality targets for advisors, monitoring their performances, and giving monthly and regular feedback accordingly. • Training and coaching the agents by providing feedback through performance reports and observation. • Conducting on-the-job training for all newcomers. • Supporting Contact Centre Advisors to solve a customer’s problem; handling a complaint and leading by example • Monitoring and coaching the preparation of all necessary contact center-related results. Giving support to Contact Centre Manager to prepare monthly local/ regional reports. • Taking an active role in the recruitment process of contact center (together with SPVR & HR ). Show less

Ensuring customer satisfaction and managing complaints.Compensations and claims negotiation with customers.Regularly reporting errors in processes and root causes of errors to the direct manager.Develop solutions and report results to the direct manager.Designing and improving processes based on organizational and customer requirements.To provide or control and sign the letter on behalf of the company.Working with the management team in coordinating the company’s project… Show more Ensuring customer satisfaction and managing complaints.Compensations and claims negotiation with customers.Regularly reporting errors in processes and root causes of errors to the direct manager.Develop solutions and report results to the direct manager.Designing and improving processes based on organizational and customer requirements.To provide or control and sign the letter on behalf of the company.Working with the management team in coordinating the company’s project direction andexecuting properly. Show less

• Import and Export Advisor• ETGB desk Advisor• Micro Export Advisor• Project team / Separation and Qualification of Customs Issues• Customer Contact Advisor

To answer incoming customer calls within preset standards and in a professional manner to provide the highest level of customer satisfaction to all DHL customers and users of all DHL services.To offer an efficient, professional, courteous, and customs information-oriented response to all incoming telephone calls following the country's customs law, regulations, and established DHL Customer Services Guidelines.