YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS.\n\nWould you like to become part of the world's most international company in the world?\nA company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide. DHL Express Egypt is the recognized market leader in Express logistics and an Employer of Choice - with a 2020 global ranking at #2!

Join our team and discover how an international network that's focused on service, quality and sustainability, is able to connect people and improve lives through the power of global trade. And not just for our customers, but for every member of our team too. To learn more about our culture, motivated people and our purpose, please visitwww.dpdhl.jobs/express
\nDo you want to make a difference? Then come to our \"Insanely Customer Centric\" Team and become a Certified International Specialist!\n\nRole Purpose: \n

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.

\nAccountabilities:\n\nAssist the customer retention & care team leader to carry out relevant CS staff orientation programs and on-the-job training for CSA recruits.\nProvide full tracing services for customers by investigating shipment incidents involving undelivered, returned, misrouted, delayed, lost damaged shipments etc.\nHandle all trace enquiries in accordance with service standards and processes.\nDeliver best in class customer service by fulfilling each customer’s unique needs while adhering to DHL policies.\nRespond to customer queries regarding information on prices, customs requirements etc.\nLiaise with other departments and Operations to address issues on service recovery.\nConfidently and knowledgably handle customer complaints whilst maintaining composure and take all possible actions to resolve issues (without over-committing) to the customers full satisfaction.\nHandle any overflow of calls from the Frontline where necessary.\nManage customers’ satisfaction surveys where necessary.\nAdhere to existing customer service procedures as outlined in the department manuals while maintaining discretion to exercise flexibility when handling traces.\nManage import requests where necessary.\n

Key Capabilities:\n\n\nTelephone skills.\nFluency in English\nConflict resolution skills.\nTechnical Skills. (Telephone and Order Booking systems preferable)\nCommunication skills - spoken and written. (excellent)\nNegotiation and interpersonal skills. (excellent)\n\n\nExpected years of experience (Minimum): \n\n\n+2 years’ experience in a Customer Contact Centre or Tele sales environment in a service industry (preferable).\n\n\nOur Offer:\n\nStrong career support in an international environment.\nGreat culture and colleagues.\nMultifarious benefit program.\n\n

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

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