Customer Care & Service Desk Advisor

Job Description

YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS.Would you like to become part of the worlds most international company?A company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet.Do you want to make a difference? Then come to our Insanely Customer Centric Team and become a Certified International Specialist!YOUR TASKSHandle all outgoing and incoming remote booking for customers in accordance with service standards and processes. Assist the Customer Care Team Leader and Customer Care team to ensure the smooth functioning and continuous improvement of the process and tasks for Service Recovery.Key Activities:

• Train CS agents (where required) other functions on empowerment and its application under different scenarios

DHL Customers (Existing)

• Handle complaints and claims and ensure prompt and effective resolutions to meet customers? expectations
• Visit customers for relationship building and issue resolution.
• Capitalise opportunities to educate customers on the benefits of DHL?s value added offerings. Eg shipment insurance and the importance of blanket insurance coverage to customers for peace of mind at reasonable rates.
• Handle processing of insurance for high value shipments referred by Customer Service agents as per Risk Management procedure and process. Handle all import requests in accordance with service standards and processes.
• Deliver best in class customer service by fulfilling each customer?s unique needs while adhering to DHL policies
• Respond to customer queries regarding information on prices, customs requirements etc

Functional Departments and DHL Stations

• Work closely across functions to handle and resolve issues promptly and effectively.
• Work across functions to maintain overall performance standards, and achievement of team objectives
• Review process flows for ISO Audits to ensure compliance on current procedures.

Feedback and Information Management

• Upkeep and maintain feedback and claims information to system applications and organize an accurate database.
• Analyze cases to identify the root causes of service incidents/failures and suggest solutions to pre-empt recurrence within DHL network.
• Provide suggestions or alternatives for improving customer service quality to meet and exceed customers? expectations and collate findings from the Post Service Feedback Survey
• Primary focus on the effective operation of the Service Recovery System by analysing root causes of service failure instances and applying corrective and preventive measures for future gain to both customers and DHL.
• Explore business opportunities by educating customers on the importance of shipment, insurance and recommending blanket insurance coverage to customers for peace of mind at reasonable rates
• Handle any overflow of calls from the Frontline where necessary

Driving Customer Service Excellence

• Lead and drive customer satisfaction by providing best in class standards with a view towards establishing and maintaining a competitive advantage.
• Channel customer?s feedback to management or relevant departments for service improvement.
• Primary focus on the effective operation of the Service Recovery System by analysing root causes of service failure instances and applying corrective and preventive measures for future gain to both customers and DHL.

Maximizing Revenue Generating Opportunities

• Identify and promote areas with potential for revenue generation to cross-sell, upsell services including value added services (e.g SII, TDX and the use of eCom tools)
• Remote Booking Process
• Accurately follow remote booking procedures to ensure on time collection.
• Offer DHL Value added services to customers.
• Confidently and knowledgably handle customer complaints whilst maintaining composure and take all possible actions to resolve issues (without over-committing) to the customers full satisfaction
• Provide support to tracing team where necessary by investigating shipment incidents involving undelivered, returned, misrouted, delayed, lost damaged shipments etc.
• Handle any overflow of calls from the Frontline where necessary

People - ManagementIncumbent has no direct reports and authority over country line and functional personnel. Nevertheless he/she must be able to demonstrate ability to influence decisions/actions.YOUR PROFILESkills / Qualifications

• Customer-facing and interaction skills (excellent)
• Software skills (Word, Excel, PowerPoint, etc.) (excellent)
• Software skills (DHL Systems) (preferable)
• Communication skills, spoken and written (excellent)
• Negotiation and interpersonal skills (excellent)
• Analytical, organisational and motivational skills (excellent)

Competency segment ?Business?

• Analysis: Breaks down a problem, situation or process into its component parts, separates the main issues from side-issues, understands the nature of parts and their relationship to one another. Seeks out and critically evaluates both numerical and narrative information. Draws accurate conclusions.
• Planning & Organizing: Sets clear and realistic goals and objectives. Establishes a course of action and a sequence of steps to ensure that activities and objectives are efficiently achieved. Is structured with good personal organization. Schedules time effectively and uses efficient work methods and tools.
• Decision Making: Makes timely and appropriate choices based on accurate analysis and experience. Uses sound judgment even in conditions of uncertainty. Anticipates impact of decisions and plans how to manage risk.
• Results Orientation: Continually seeks to accomplish critical tasks with measurable results. Overcomes obstacles and makes adjustments to achieve results. Focuses self and others to achieve targets aligned with business goals.

Competency segment Leadership Teamwork: Works cooperatively with others to achieve target and objectives. Accomplishes own tasks in support of team goals and actively offers to help colleagues. Supports group decisions.Competency segment Personal

• Accountability: Acts responsibly. Can be counted on to keep commitments. Complies with the intent of policies, procedures and agreements. Builds others trust in own professionalism, integrity, expertise and ability to get results.
• Communication: Provides both verbal and written information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style, tools and mode to the needs of others. Listens attentively, and summarizes or asks questions, when needed, to clarify information.
• Self-Management: Remains calm, objective and controlled in responding to urgent or demanding situations. Maintains effective performance under pressure. Stays positive.

OUR OFFER

• Strong career support in an international environment.
• Great culture and colleagues.
• Multifarious benefit programm.

Do you see a personal challenge in these versatile and responsible tasks? Then apply now!We look forward to receiving your application!

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