Job Summary:

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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.

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Key Responsibilities:

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- Team Leadership: Recruit, develop, and manage a motivated team of ADC Agents to maximize performance and achieve departmental objectives.

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- 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.

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- 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.

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- Support and Training: Provide frontline support to agents, addressing complex queries and promoting online payment options for customer convenience.

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- Performance Monitoring: Track and analyze key performance indicators (KPIs) such as collection rates, customer satisfaction scores, and turnaround times, implementing improvement strategies as needed.

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- 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.

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- Process Improvement: Identify opportunities for service enhancement and operational efficiency, proposing and implementing innovative solutions to streamline the collection process.

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- 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:

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- Leadership Skills: Strong ability to inspire and lead a team, fostering a positive and productive work environment.

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- Customer Centricity: Deep commitment to understanding and addressing customer needs, ensuring a high level of satisfaction.

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- Analytical Skills: Proficient in analyzing performance data to drive improvements in service delivery and collection rates.

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- Communication Skills: Excellent verbal and written communication skills, capable of effectively conveying information to diverse audiences.

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- Problem Solving: Strong problem-solving abilities, with a focus on innovative and creative solutions to enhance customer experience.

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- Technical Proficiency: Familiarity with tools such as MCT, ADC systems, and basic knowledge of Microsoft Office applications (Outlook, Excel, PowerPoint).

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Qualifications:

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- Education: Bachelor’s degree in Customer Service, Business Administration, or a related field.

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- 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.

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- Language Skills: Intermediate proficiency in English (B2 or above)

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- Industry Knowledge: Understanding of logistics products and the customs clearance process is advantageous.

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Performance Objectives:

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- Maintain a Grade of Service (GOS) of at least 80%.

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- Achieve an Abandoned Call Rate (ACR) of less than 1 %.

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- For other communication channels targets will be displayed according to global parameters

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- Promote a healthy workplace environment to the leading team.

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- Among others related to the function.

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