Customer External
• 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.
Customer Internal (Senior Customer Service Supervisor / Customer Care Supervisor)
• Assist the Customer Care Supervisor to carry out relevant CS staff orientation programs and on- the-job training for CSA recruits
Stakeholder Internal (Sub function Department)
• Liaise with other departments and Operations to address issues on service recovery
Process (Trace Process)
• 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
• Adhere to existing customer service procedures as outlined in the department manuals while maintaining discretion to exercise flexibility when handling traces
Process (Service Improvement Issue)
• Highlight areas for improvement, with suggested solutions – to improve DHL’s procedures, technology and service to positively enhance customers’ experience with DHL.
YOUR PROFILE:\n\n\nSkills\n\nTyping skills (at least 30 wpm preferable)\nTelephone skills (excellent)\nConflict resolution skills (excellent)\nTechnical Skills (Telephone and Order Booking systems preferable)\nCommunication skills - spoken and written (excellent)\nNegotiation and interpersonal skills (excellent)\n\n\nAnalysis\n\nBreaks 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\n\n\nPlanning & Organizing\n\nSets 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 use efficient work methods and tools.\n\n\nDecision Making\n\nMakes 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.\n\n\nResults Orientation\n\nContinually 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.\n\n\nTeamwork\n\nWorks 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\n\n\nAccountability\n\nActs 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.\n\n\nCommunication\n\nProvides 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.\n\n\nSelf-Management\n\nRemains calm, objective and controlled in responding to urgent or demanding situations. Maintains effective performance under pressure. Stays positive\n\n\n\n
\n\nOUR OFFER:\n\n\n\nStrong career support in an international environment.\n\n\nGreat culture and colleagues.\n\n\nMultifarious benefit program.\n\n\n\nDo you see a personal challenge in these versatile and responsible tasks? Then apply now!\n\nWe look forward to receiving your application!