• Job Description

  Req#: DPDHGLOBAL25001YSEXTERNALENGLOBAL

  IT’S NOT JUST AN OPPORTUNITY TO GET ON THE CAREER LADDER.

  IT’S AN OPPORTUNITY TO HELP THE WORLD GET ON TOGETHER

  Why do people call us the world’s most international company? Is it because we operate in more countries than any other logistics provider? Is it because we invented cross border shipping over 45 years ago? Or is it, perhaps, because what we do connects people across the world. And the more we can connect people, the better life on earth becomes.

  We love our role in the world. And we’re looking for the right people to help us maintain – and grow it. People like you.

  Role Context

  Provide quality and professional services(track/trace, Remote Booking and Direct contact with customers) to all Agent countries in Sub Saharan Africa. The job holder's main responsibility is particularly to customers and the DHL network, aimed at resolving service problems to achieve and exceed defined performance standards for traces and customer service. To improve service recovery and minimise customer’s dissatisfaction

  Key Responsibilities

  SSA Agency Manager/CS Area Office Team/Country CS Management

  • Bilingual transactions management - Translation for the Agencies Manager and other non- speaking French colleagues supporting the Agent countries
  • CIS champion for Agent Countries (ordering of CIS materials from the replenishment site, organizing trainings and following up to ensure they are completed)

  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. (NTP)
  • Deliver best in class customer service by fulfilling each customer’s unique needs while adhering to DHL policies
  • To ensure high quality in the handling of all customers complaints by ensuring that all complaints are resolved timely and professionally.
  • To carry out prompt and professional settlement of customers claims (insurance and non-insurance) in line with DHL standard terms and conditions.
  • To treat or handle all customer communications – inbound and outbound telephone calls, E-mails, Faxes, claims and enquiries – promptly, courteously and efficiently
  • Contribute positively to maintaining a favourable DHL image in the eyes of all customers and consequently to facilitate the company’s growth and development.
  • Respond to customer queries regarding information on prices, customs requirements etc. in the respective applicable tools
  • Attend to customer complaints by guiding Agent Countries
  • Respond to Straight to the Top Emails (STTT)
  • Remote booking for non- CSV agent countries

  Subfunction Department

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

  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
  • Adhere to existing customer service procedures as outlined in the department manuals while maintaining discretion to exercise flexibility when handling traces
  • Handle customer’s objections in a professional manner to reinstall the customer's faith in DHL and avoid escalation and claims.
  • Handle Straight to the Top Emails for Agent Countries
  • Handle all inbound and outbound collection for Non-CSV agent Countries
  • Translate any query for the Agencies Manager and other non-French speaking countries
  • Assist the agent countries to achieve the set target in the Regional Mystery Shopper Program through coaching.

  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 through ICCC and First Choice
  • 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

  Competencies

  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 use 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. Performs any other duties related to customer service department.

  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.

  Minimum Requirements

  Skills & experience

  • 1 -3 years experience in a Customer Contact Center or Telesales environment in a service industry (preferable).
  • University Degree or Equivalent
  • Experience within a customer relations environment
  • Experience within a customer relations.

  This position may be based in Kenya or Mauritius

  We are looking forward to your application.

• About the company

  We are an international team of over 400,000 shipping professionals, united by a passion for logistics. And we work in a unique environment. DHL is as innovative as a start-up, with the power of an international organization.

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