Role title

Backline Tracing Advisor

Corporate Division

Express

Agreed Job holder

Business Division

Customer Service

Business Unit

DHL Express Jordan

Overall Role

Purpose

The job holder is required to mainly track/ trace shipments of customers who have called in to check on the status of their shipments and it could be and inquiry for a service failure, or follow up to get shipment delivered on time, by tracing this with DHL network or internal quick action to fix using GEMA , also proactive traces in addition to support to frontline desk during workload.

Reports to

Customer Service Backline Supervisor

RCS Grade

N

Key activities

Overall goals /

Typical measures

Customer

§ Act as an ambassador for DHL at all times and attend to customer needs in a professional, friendly and courteous manner

§ Ensure that a high level of professional rapport is developed and maintained with all customers

§ Follow up on all customer enquiries and direct customer to the correct DHL department where further information is required

§ Maintain proactive work processes.

§ Provide a high level of customer service and professionalism taking into account the consideration that all DHL customers have an express requirement and are looking for instant and immediate action

§ Updating customers via MCT tool.

§ Promote Digital Tools to customers.

§ Activate Buddy Role within Backline functions during workload, leaves and absence

Targets as per GMB KPI’s

Request closures within 3 days

Targets as per Regional KPI’s

Network Activity Response

On time Call backs

Quality Calls

Quality Trace

Internal

§ Follow customer service procedures as outlined in the manual to comply with the global customer service processes GCSPs, procedures and safe working practices

§ Maintain a thorough knowledge of all departments, DHL network, products and services so that customers are provided accurate information

Process

§ Follow up with DHL Network information and get in touch with customers accordingly to ensure that customer’s shipments are delivered at the earliest

§ Report, evaluate and investigate recurring operational problems that are highlighted through traces and then direct the information accordingly for corrective actions to be taken

§ Ensure all traces are actioned in accordance with Network Standards (NTP) so that we comply with service levels given to customers

§ Highlight opportunities and suggest solutions to improve DHL’s procedures, technology and service so that DHL can provide continuously universally high level of service to all customers

§ Work effectively both individually and as part of a team to achieve both individual and department goals and objectives and strive consistently to promote a positive team spirit

Key capabilities

Problem Solving

CSAdvisor should be a self-motivated individual, capable of working within a high-demanding environment that required productivity and efficiency, in addition to handling customer complaints in a high professional manner.

Customer Orientation

Is focussed on identifying and meeting customer needs. Acts to establish a long term business partnership with internal and external customers.

Planning and Organizing

CS Advisor should be well organised in order to meet critical deadlines while responding to requests.

Decision Making

CS Advisor would be required to act and take decisions in a timely manner on a daily basis in order to resolve and exceed customers’ expectations.

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.

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.

Accountability

Acts responsibly. Can be counted on to keep commitments. Complies with DHL expectations, policies and procedures. Builds others' trust in own professionalism, integrity, expertise and ability to achieve results.

Communication Skills

Provides both verbal and written information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style to the needs of others. Listens attentively and 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.

Attention to Detail

§ Is thorough and complete in performing all aspects of the job. Stays focussed on the details of the job, no matter how small. Checks and monitors work to ensure accuracy.

Experience

Essential

§ Excellent verbal communication skills and interpersonal style

§ Good clear command of the English language

§ Excellent organisational skills, including ability to prioritise workload

§ Demonstrated ability to use initiative/judgement to solve job related issues

§ Demonstrated attention to detail

§ Good understanding of DHL Network

§ Impeccable all round oral and written communication

§ Strong problem solving capability

§ Right first time philosophy

§ A minimum of 1 year DHL experience in the customer service department with thorough knowledge of the network and track & trace procedures.

§ High levels of managing tolerance

§ Good Interpersonal skills and relationship building

§ Good negotiation skills

§ Typing speed of 25 words per minute preferable

§ Technical skills (Telephone Systems, Order/shipment track & trace Systems, order booking systems)

Educational Qualifications

· Essential

Diploma

• Desired

University Degree