About the job

YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS.

Would you like to become part of the worlds most international company in the world

A company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide And the more people we connect the better life will be on our planet.

Do you want to make a difference Then come to our Insanely Customer Centric Team and become a Certified International Specialist




YOUR TASKS:

CS Agents
- Train CS agents (where required) other functions on empowerment and its application under different scenarios
DHL Customers (Existing)
- Visit customers for relationship building and issue resolution.
- Capitalise opportunities to educate customers on the benefits of DHLs value added offerings. Eg shipment insurance and the importance of blanket insurance coverage to customers for peace of mind at reasonable rates.
- Handle complaints and claims and ensure prompt and effective resolutions to meet customers expectations
- Handle processing of insurance for high value shipments referred by Customer Service agents as per Risk Management procedure and process.
- Handle all incoming and outgoing remote booking requests in accordance with Global Remote Booking Procedures GRBP
- Deliver best in class customer service by fulfilling each customers unique needs while adhering to DHL policies
- Handle complaints and claims and ensure prompt and effective resolutions to meet customers expectations
Feedback and Information Management
- Upkeep and maintain feedback and claims information to system applications and organize an accurate database.
- Analyze cases to identify the root causes of service incidents/failures and suggest solutions to pre-empt recurrence within DHL network.
- Provide suggestions or alternatives for improving customer service quality to meet and exceed customers expectations and collate findings from the Post Service Feedback Survey
- Primary focus on the effective operation of the Service Recovery System by analysing root causes of service failure instances and applying corrective and preventive measures for future gain to both customers and DHL.
- Explore business opportunities by educating customers on the importance of shipment insurance and recommending blanket insurance coverage to customers for peace of mind at reasonable rates
- Handle any overflow of calls from the Frontline where necessary
Driving Customer Service Excellence
- Lead and drive customer satisfaction by providing best in class standards with a view towards establishing and maintaining a competitive advantage.
- Channel customers feedback to management or relevant departments for service improvement.
- Maximizing Revenue Generating Opportunities
- Identify and promote areas with potential for revenue generation to cross-sell upsell services including value added services (e.g SII TDX and the use of eCom tools)



Desired Skills and Experience

YOUR PROFILE:

- 1- 3 yers experieance

- Customer-facing and interaction skills (excellent)

- Software skills (Word Excel PowerPoint etc.) (excellent)

- Software skills (DHL Systems) (preferable)

- Communication skills spoken and written (excellent)

- Negotiation and interpersonal skills (excellent)

- Analytical organisational and motivational skills (excellent)

- People Management skills (excellent)


OUR OFFER:

- Strong career support in an inte rnational environment.

- Great culture and colleagues.

- Multifarious benefit programm.


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

We look forward to receiving your application

Apply For Here