Company: DHL Express Tanzania
Location: Dar es Salaam
Are you passionate about delivering unforgettable customer experiences? Do you lead by inspiring teams and building service cultures that truly care about people? DHL Express Tanzania is looking for a Head of Customer Service who is not just a manager, but someone who believes in service excellence with a human touch.
About the Role
This role is at the heart of what DHL stands for — connecting people and improving lives. As Head of Customer Service, you will shape and drive the customer service vision for DHL Tanzania. You’ll be the strategic leader of a talented team and the driving force behind service innovation, customer satisfaction, and operational improvements.
What You Will Do
Lead Customer Experience
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Build and deliver a customer service strategy that raises the bar
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Own major customer escalations and turn challenges into loyalty opportunities
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Ensure every customer interaction reflects DHL’s reputation for excellence
Drive Operational Performance
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Lead daily customer service operations with a focus on efficiency and quality
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Ensure compliance with DHL’s Centre of Excellence (COE) service standards
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Implement process improvements based on real insights and customer feedback
Strengthen Business Partnerships
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Collaborate with Sales, Key Account Management, Operations, and IT teams
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Develop service recovery frameworks that retain and grow key accounts
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Support business growth through customer-focused solutions
Innovate & Grow
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Identify revenue opportunities through cross-selling and value-added services
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Encourage adoption of Electronic Shipping Solutions (ESS) tools
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Use technology to simplify workflows and streamline services
Lead & Inspire Teams
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Build a purpose-driven, passionate customer service team
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Set clear targets, mentor team members, and support their career growth
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Create an engaging work culture where people feel valued and motivated
What We’re Looking For
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Minimum 10 years’ experience in customer service or service operations
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At least 5 years in a leadership role within a contact centre or service environment
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Strong background in customer relationship management and service strategy
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Experience with sales or business support is an advantage
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Proven leadership ability — someone who brings out the best in people
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Excellent communication, decision-making, and conflict resolution skills
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Degree in Business, Customer Service Management, or related field (preferred but not mandatory)
Why Join DHL Express Tanzania?
Because here, your impact is visible. You’ll have the freedom to innovate, the support to grow, and the opportunity to inspire. DHL isn’t just a workplace — it’s a global family built on trust, respect, and teamwork. And customer service is where hearts meet purpose.
How to Apply
If you’re ready to shape the future of customer experience at DHL Tanzania, apply now:
Only shortlisted candidates will be contacted.
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