Customer Service Development Manager

About the role

Join a global leader in express delivery and help shape the future of customer service. As a Customer Service Development Manager you will design and deliver training programs that raise service quality and drive revenue across our worldwide network.

Key responsibilities

• Lead the creation and rollout of training and capability‑building initiatives for customer service teams.
• Coach Customer Service managers, strengthen competencies and support continuous skill development.
• Monitor service quality through audits, call evaluations and performance metrics, identifying gaps and driving corrective actions.
• Collaborate with regional and internal stakeholders to standardise best practices and implement service‑excellence projects.
• Analyse service trends, customer feedback and operational data to uncover improvement opportunities.
• Design, manage and maintain structured training programmes aligned with business needs.
• Support budgeting and planning for training activities, ensuring optimal resource utilisation.
• Maintain accurate training records, documentation and process guidelines.

Required profile

• Bachelor’s or Master’s degree or equivalent qualification.
• 3‑5 years of experience in customer service within transportation, logistics or import/export.
• Proven experience developing training materials and delivering training sessions.
• Background in contact‑centre operations with a focus on revenue‑generation activities.

Required skills

What we offer

• Strong career support in an international environment.
• Collaborative culture with diverse colleagues.
• Comprehensive benefits programme.