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Service Desk Coordinator- Jordanian Only

1.00 to 10.00 Years   Jordan   12 May, 2022
DHL
1 Jobs Openings
Job LocationJordan
EducationNot Mentioned
SalaryNot Mentioned
IndustryOther Business Support Services
Functional AreaNot Mentioned

Job Description

Job Purpose:Manage all import requests for corporate accounts and Receiver Paid customers, and track and trace to all import request registered by service desk or scheduled by customer via MYDHL+ tool in addition to follow up with network to resolve any service problem , to achieve the highest performance standard for remote booking service and enhance customer experience journey.Accountabilities:DHL Customers

  • Handle all import requests in accordance with service standards and processes(Remote booking global procedure)
  • Deliver best in class customer service by fulfilling each customer?s needs while adhering to DHL policies
  • Respond to customer queries regarding information on prices, customs requirements shipping Queries etc., through MCT(Multichannel Tool), CS Hotline.
  • Offer customer the suitable DHL shipping service based on customer needs.
  • Assign booking through DHL tools for Receiver paid Customers.
  • Identify potential for selling additional services and products (e.g. Insurance, time definite delivery, packaging, Extended liability, proactive trace , DTP etc) during the course of interacting with customers and proactively sells these to generate additional source of revenue.
  • Provide best in class customer service bearing in mind CS KPH (knowledgeable, polite helpfulness).
  • Handling customer complaints offering best in class customer service.
  • Ensuring that all interactions with customers are in accordance Trace and call quality scripts.
  • Respond to all Customer emails through Multi-channel tool within DHL working hours and Response Service agreement.
  • Support CS Contact Canter in handling out flow calls.
  • Adhering to CS Contact Center contingency plan whenever needed and upon manager / Supervisor Request.
Skills & Qualifications:
  • Excellent verbal communication skills and interpersonal style
  • Good clear command of the English language
  • Excellent organizational skills, including ability to priorities workload
  • Demonstrated ability to use initiative/judgement to solve job related issues
  • Demonstrated attention to detail
  • Good understanding of DHL Network
  • Impeccable all round oral and written communication
  • Strong problem solving capability
  • Right first time philosophy
  • A minimum of 1 year DHL experience in the customer service department with thorough knowledge of the network and track & trace procedures.
  • High levels of managing tolerance
  • Good Interpersonal skills and relationship building
  • Good negotiation skills
  • Typing speed of 25 words per minute preferable
Technical skills (Telephone Systems, Order/shipment track & trace Systems, order booking systems)ABOUT DHL EXPRESS:What makes DHL great? Our People! We know each employee?s individual contributions make us the #1 Express Delivery and Logistics Company in the world. DHL Express is committed to maintain an environment that empowers every team member to make the greatest possible impact on our business. Our corporate culture is about personal commitment- to our business, to each other and to our global communities. DHL is dedicated to being a great place to work. In addition, to competitive compensation packages, our employees enjoy a range of programs, services and benefits that bring the best to their personal lives.

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