ADC Customer Support Manager

Join DHL, one of the world’s most international companies, operating in over 220 countries.

We are committed to connecting people and improving lives through our logistics and supply chain solutions.

We value our employees and provide opportunities for personal and professional development, ensuring everyone can realize their full potential.

Role Purpose:

The ADC Manager is responsible for leading and optimizing the Advanced Duty Collection processes.

This role focuses on enhancing collection rates, improving customer experience, reducing risk of revenue loss and ensuring compliance with internal policies and standards.

The ADC Manager will oversee a team of supervisors and agents, driving performance and continuous improvement initiatives.

Key Responsibilities:

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

·       Customer Experience Management: Ensure exceptional service across all communication channels related to customs fees, addressing queries and complaints promptly while maintaining high customer satisfaction levels.

·       Collection Process Oversight: Oversee the collection of Duty/VAT charges, queries and disputes handling while ensuring compliance with the Global ADC Treatment Plan and predefined criteria for consistent messaging across regions.

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

·       Stakeholder Engagement: Build and maintain strong 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 and improving our Customer’s Experience.

·       Reporting: Deliver regular reports on team performance, collection metrics, and customer feedback to management, highlighting successes and areas for improvement.

 

Required Skills and Competencies:

 

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

·       Customer Centricity: A deep commitment to understanding and addressing customer needs, ensuring high levels 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 f...