dhl express jobs

Role Purpose:

Provide quality and professional track and trace services to all parties, particularly customers and the DHL network, aimed at resolving service problems to achieve and exceed defined performance standards for traces and customer service.

Accountabilities:

• Assist the customer retention & care team leader to carry out relevant CS staff orientation programs and on-the-job training for CSA recruits.
• Provide full tracing services for customers by investigating shipment incidents involving undelivered, returned, misrouted, delayed, lost damaged shipments etc.
• Handle all trace enquiries 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.
• Liaise with other departments and Operations to address issues on service recovery.
• 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.
• Handle any overflow of calls from the Frontline where necessary.
• Manage customers’ satisfaction surveys where necessary.
• Adhere to existing customer service procedures as outlined in the department manuals while maintaining discretion to exercise flexibility when handling traces.
• Manage import requests where necessary.

Key Capabilities:

Expected years of experience (Minimum):

Our Offer:

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

Do you see a personal challenge in these versatile and responsible tasks? Then apply now!