Role Title
Service Desk Coordinator
Corporate Division
DHL Express
Business Division
Customer Service
Business Unit
Customer Service
Overall Role Purpose
Manage all import requests for corporate accounts and Receiver Paid customers, and track and trace to all import request registered by service desk or scheduled by customer via MYDHL+ tool inaddition to follow up with network to resolve any service problem , to achieve the highest performance standard for remote booking service and enhance customer experience journey.
Reports to
Job Grade
Customer Service Backline Supervisor
N
Key activities
Overall goals / Typical measures
Customers
DHL Customers
ØHandle all import requests in accordance with service standards and processes(Remote booking global procedure)
ØDeliver best in class customer service by fulfilling each customer’s needs while adhering to DHL policies
ØRespond to customer queries regarding information on prices, customs requirements shipping Queries etc, through MCT(Multichannel Tool), CS Hotline.
ØOffer customer the suitable DHL shipping service based on customer needs.
ØAssign booking through DHL tools for Receiver paid Customers.
ØIdentify potential for selling additional services and products (e.g. Insurance, time definite delivery, packaging, Extended liability, proactive trace , DTP etc) during the course of interacting with customers and proactively sells these to generate additional source of revenue.
ØProvide best in class customer service bearing in mind CS KPH (knowledgeable, polite helpfulness).
ØHandling customer complaints offering best in class customer service.
ØEnsuring that all interactions with customers are in accordance Trace and call quality scripts.
ØRespond to all Customer emails through Multi-channel tool within DHL working hours and Response Service agreement.
ØSupport CS Contact Canter in handling out flow calls.
ØAdhering to CS Contact Center contingency plan whenever needed and upon manager / Supervisor Request.
ØActivate Buddy Role within Backline functions during workload, leaves and absence
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