Role Purpose
The Customer Query Team Lead manages a team of query agents responsible for resolving customer inquiries, billing disputes, shipment status clarifications, and accountrelated issues arising from DHL's billing system. The role ensures timely, accurate, and customercentric case resolution while maintaining strict compliance with SOPs, quality standards, and service-level agreements (SLAs). The Team Lead drives operational excellence in both manual and AIenabled environments, ensuring consistent service performance, effective workload management, and continuous improvement of volume reduction in endtoend query handling.
Functional Requirement
- 5 years relevant experience, preferably in Customer Service in logistics / transportation industry, multinational companies or SSC Understanding and knowledge of OTC network chain in DHL
- High customer focus and service orientation
- Good communication and conversational skills
Main Accountabilities
1. Team Leadership, Quality Management & Performance Coaching
Lead and supervise a team of Customer Query Agents, ensuring balanced workload distribution and adequate daily staffing.
Monitor and drive key metrics (SLA, backlog, quality, FCR, customer satisfaction).
Ensure the team meets required quality standards through regular KPH assessments, calibration sessions, and structured evaluations.
Provide targeted training, coaching, and upskilling interventions based on KPH results, customer feedback, and behavioral gaps.
Conduct daily huddles, weekly performance updates, and monthly 1:1 reviews to reinforce expectations and drive continuous improvement.
Manage attendance, productivity, and schedule adherence.
2. Operational Excellence in Manual & AIDriven Environments
Ensure accurate, timely logging and resolution of queries within agreed SLAs.
Supervise quality in customer communication, documentation, and billing issue resolution.
Manage workflows across both manual handling and AIsupported processes to ensure seamless case progression.
Identify process inconsistencies or recurring issues and coordinate with Billing, Operations, Sales, and Credit teams for resolution.
3. Customer Experience Management
Promote a customercentric culture focused on accuracy, clarity, empathy, and professionalism.
Handle escalated, complex, or sensitive customer cases.
Lead initiatives to reduce repeat contacts and enhance endtoend customer resolution quality.
4. CrossFunctional Collaboration
Work with Operations, Billing, Credit Control, Clearance, and Sales teams to resolve issues impacting the customer journey.
Participate in crossdepartmental meetings to address service gaps and operational risks.
Support the rollout of new SOPs, digital tools, and system updates.
5. Stakeholder - Business Roles External & Internal
Accountable for building and maintaining strong stakeholder relationships across the endtoend OTC chain while embedding a serviceoriented mindset in all areas of work.
Act as the primary escalation point for business partners and endcustomers, managing escalations across customers, sales representatives, country DHL entities, and the AR department.
Actively engage with stakeholders through regular meetings to address issues proactively, reduce DHL errors, and drive continuous crossfunctional process improvements.
6. Automation & Continuous Improvement Leadership
Lead identification and implementation of automation opportunities in the customer query and billing workflow.
Partner with Digitalization, IT, and Process Excellence teams to drive adoption of AI tools, chat automation, predictive resolution engines, and workflow optimization.
Perform structured process reviews to eliminate bottlenecks, reduce manual effort, and improve turnaround times.
Champion continuous improvement methodologies (LEAN, Kaizen, DMAIC) and ensure team readiness through training and capability development.
7. Reporting, Analytics & ComplianceReview dashboards daily to track backlog, SLA performance, accuracy trends, and quality drivers.
Prepare weekly and monthly reports highlighting achievements, risks, and improvement areas.
Ensure full adherence to SOPs, audit requirements, and data protection standards.
Maintain accurate system documentation and closure notes for all cases.
8. Personal Attributes
High integrity, professionalism, and ownership.
Calm and solution-oriented under pressure.
Adaptable to change, especially as AI support evolves.
Proactive, curious, and committed to continuous learning.
Collaborative mindset with strong stakeholder management skills.
