Job description

Role PurposeThe Customer Care & Service Desk Advisor handles all outgoing and incoming remote bookings for customers while adhering to established service standards. This role assists the team leader in ensuring smooth process functioning and leads service recovery efforts by analyzing failures and implementing improvements.
Key Responsibilities

• Remote Booking Management: Accurately follow remote booking procedures to ensure on-time collection for customers.
  
• Service Recovery Analysis: Focus on the effective operation of the Service Recovery System by analyzing the root causes of service failure instances.
  
• Preventive Measure Implementation: Apply corrective and preventive measures based on incident findings to benefit both customers and DHL.
  
• Complaint & Claims Resolution: Confidently handle customer complaints and insurance claims to ensure prompt and effective resolutions.
  
• Customer Education: Capitalize on opportunities to educate customers on DHL’s value-added offerings, such as shipment insurance.
  
• Revenue Generation: Identify and promote areas with potential for revenue generation through cross-selling and upselling services like SII, TDX, and eCom tools.
  
• Tracing Support: Investigate shipment incidents involving undelivered, returned, misrouted, delayed, or damaged shipments to support the tracing team.
  
• Agent Training: Train Customer Service agents and other functions on empowerment and its application under various scenarios.
  
• Stakeholder Collaboration: Work closely across functional departments and DHL stations to maintain performance standards.
  
• Compliance Monitoring: Review process flows for ISO Audits to ensure compliance with current procedures.
  

• Education: University Graduate.
  
• English Proficiency: Excellent communication skills, both spoken and written.
  
• Professional Experience: 2–3 years of experience in customer services, specifically in complaint and claims handling in a service environment.
  
• Software Expertise: Excellent skills in Microsoft Office (Word, Excel, PowerPoint); proficiency in DHL Systems is preferable.
  
• Analytical Ability: Breaks down problems or processes into component parts and draws accurate conclusions from narrative and numerical data.
  
• Planning & Organizing: Sets clear goals and establishes a sequence of steps to ensure objectives are efficiently achieved.
  
• Decision Making: Makes timely and appropriate choices based on analysis and experience, even under conditions of uncertainty.
  
• Self-Management: Remains calm, objective, and controlled in responding to urgent or demanding situations.
  
• Accountability: Acts responsibly, keeps commitments, and complies with the intent of policies and procedures.
  
• Interpersonal Skills: Excellent negotiation and interaction skills with a focus on customer-facing excellence.
  

Equal Treatment Clause: We are committed to fostering equal opportunity and strictly reject all forms of discrimination. At DHL Group, employee selection is based exclusively on individual qualification, performance, skills, and professional experience.

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