Customer Service Executive

Summary about this job

Detail information about job Customer Service Executive. Terms and conditions vacancy

Customer Service Executive

At DHL, people mean the world to us. That's why our goal has always been to attract and retain the best talent the world over. We provide challenge and opportunity for personal and professional development. We recognise the difference YOU bring to our business, and together we share the pride of building THE logistics company for the world.

DHL is proud to be a global leader working with many of the world's leading brands as customers. At DHL we realise that our greatest strength is our people. If you are looking for the opportunity to forge a career in an environment of inspiration, leadership, values and opportunity then this could be the role for you.

Essential Duties and Responsibilities

Customer Service Management

• Responsible for handling customers' calls in a timely manner and other transaction channels like email, fax, chat, social media, etc. To provide a knowledgeable, courteous, efficient, confident and customer-centric point of contact for both DHL eCommerce customers as well as internal support functions.
• Responsible for inbound shipment tracking inquiry.
• To provide quality and professional track and trace services (where applicable) to customers and assist to resolve service issues, complaints and claims promptly. To have the mind-set and attitude that Customer Service is a differentiator in our business.
• Managing & to dispatch customer supplies.
• Responsible for general customers' email enquiries.

Stakeholder Management

• Liaise with and assist Operations Team to resolve daily shipment discrepancies.
• Liaise with Operations Team or Third Party to track shipment status.
• Liaising with local courier companies to setup new customer's pickup or booking procedure.
• Receive pick up request via phone, book with different vendors for collection and monitor shipment delivery at all times.
• Arrange daily pick up booking and update the pickup log sheets.
• Provide administrative support and assistance, when required.
• Escalate all service related issues to direct Customer Service Supervisor or Manager.
• Actively promote the exchange and adoption of new processes, procedures and work instructions to create more efficient work systems.

Desired Skills / Qualifications

• Experience in inbound Customer Service Call Centre via telephone and email
• Good command of both spoken and written English.
• Good team player and desire to win as a team.
• Good problem solving skills, ability to work under pressure or tight timelines and being able to multi-task.
• Good time management and organizational skills.
• Punctuality at work
• Ability to handle change
• Pleasant disposition and customer-centric attitude.
• MS Office Applications
• Experience in using Sales Force or other CRM is an advantage
• Prior CS training / exposure in a recognized call centre environment will be well regarded
• Exposure to transport / logistics industry well regarded
• Net Promoter Approach (Net Promoter Score) knowledge well regarded
  
  If you are looking for a unique challenge in the world's leading logistics Company for the world DHL where you will be part of a dynamic & growing success story, please apply to HR Manager: [email protected] with your CV Job reference CSE072017