Job Description
YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS.
Would you like to become part of the world's most international company?
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!
Job Purpose: Confidently and knowledgeably provide the full suite of DHL customer service offerings (eg booking, enquiries, shipment status, tracking etc) to all parties contacting DHL via the customer service hotline and other contact modes.
Accountabilities:
Customers - External:
- Accept and register bookings for DHL services
- Offer alternatives to customers and potentially turn information calls into sales leads or identify other additional value added services to customers when opportunities arise during the course of interaction.
- Respond to customers consistently and confidently by providing accurate information in all areas such as custom requirements, transit time and prices.
- Enhance service experience in DHL by exercising professionalism and empathy when dealing with each individual customer’s varying needs and demands
Stakeholder Internal:
- Sub-Function Department: Liaise with Operations Department and other departments on quick and efficient resolution of customer issues and queries.
Process:
Service Improvement Issues:
- Highlight areas for improvement with suggested solutions to improve DHL’s procedures, technology and service to positively enhance customer’s experience with DHL
- Adhere to existing Customer Service procedures as outlined in the department manuals, while maintaining discretion to exercise flexibility to customers’ needs within reasonable limits in consultation with CS supervisors and managers.
- Provide support to backline team where necessary
- Manage import requests where necessary
People - Management:
- Incumbent has no direct report and authority over country line and functional personnel. Nevertheless he/she must be able to demonstrate ability to influence decisions /actions Informal influence to enable improvement and change within the organisation
Skills / Qualifications:
- Telephone skills
- Conflict resolution skills
- Technical Skills (Telephone and Order Booking systems preferable)
- Communication skills - spoken and written (excellent)
- Negotiation and interpersonal skills (excellent)
Competencies:
Business Competencies:
- 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.
Leadership Competencies:
- 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.
Personal Competencies:
- 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:
- 1-2 years’ experience in a Customer Contact Centre or Telesales environment in a service industry (preferable)
OUR OFFER
- Strong career support in an international 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!
