Overall Role Purpose / Scope of Role: Providequality 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:

Backline Team Leader:

• Assist the customer retention & care team leader to carry out relevant CS staff orientation programs and on-the-job training for CSA recruits.

DHL Customers

• 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.

Sub-function Departments

• Liaise with other departments and Operations to address issues on service recovery.

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.
• 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.

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.

People - Management

• Incumbent has no direct reports and authority over country line and functional personnel. Nevertheless he/she must be able to demonstrate ability to influence decisions/actions.

Skills / Qualifications:

Key Capabilities:

• Telephone skills.
• Conflict resolution skills.
• Technical Skills. (Telephone and Order Booking systems preferable)
• Communication skills - spoken and written. (excellent)
• Negotiation and interpersonal skills. (excellent)

Competency segment ‘Business’

• Analysis: Breaks 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.
• Planning & Organizing: Sets 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 uses efficient work methods and tools.
• Decision Making: Makes 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.
• Results Orientation: Continually 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.

Competency segment ‘Leadership’

• Teamwork: Works 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.

Competency segment ‘Personal’

• Accountability: Acts 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.
• Communication: Provides 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.
• Self-Management: Remains calm, objective and controlled in responding to urgent or demanding situations. Maintains effective performance under pressure. Stays positive.

Expected years of experience (Minimum):

• 0 - 2 years’ experience in a Customer Contact Centre or Tele sales environment in a service industry (preferable)

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!