Customer Service Tracing Advisor

IT’S NOT JUST AN OPPORTUNITY TO GET ON THE CAREER LADDER.

IT’S AN OPPORTUNITY TO HELP THE WORLD GET ON TOGETHER

Why do people call us the world’s most international company? Is it because we operate in more countries than any other logistics provider? Is it because we invented cross border shipping over 45 years ago? Or is it, perhaps, because what we do connects people across the world. And the more we can connect people, the better life on earth becomes.

We love our role in the world. And we’re looking for the right people to help us maintain – and grow it. People like you.

Role Context 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. To improve service recovery and minimize customer’s dissatisfaction.

Key Responsibilities

• Assist the Customer Service Supervisor (Backline) 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
• Liaise with other departments and Operations to address issues on service recovery

Process

• Confidently and knowledgably handle customer complaints whilst maintaining composure and take all possible actions to resolve issues (without overcommitting) to the customers full satisfaction
• Handle any overflow of calls from the Frontline where necessary
• Adhere to existing customer service procedures as outlined in the department manuals while maintaining discretion to exercise flexibility when handling traces
• Handle customer’s objections in a professional manner to reinstall the customer's faith in DHL and avoid escalation and claims.
• Highlight areas for improvement, with suggested solutions – to improve DHL’s procedures, technology and service to positively enhance customers’ experience with DHL.

Skills and Qualifications Key capabilities

• Telephone skills (excellent)
• Conflict resolution skills (excellent)
• Technical skills (Telephone and Order Booking systems preferable)
• Communication skills – spoken and written (excellent)
• Negotiation and interpersonal skills (excellent)
• Sound customer relationship experience
• Strong understanding of customer service and Operations
• Mental Alertness
• Assertiveness
• Geographical knowledge.
• Previous experience in call centers

Expected years of experience

• University Degree
• 2 years' experience in a Customer Contact Centre or Tele sales environment in a service industry (preferable).
• Experience within a customer relations environment