• Job Description

  Req#: DPDHGLOBAL2300A0XEXTERNALENGLOBAL
  Role Title: Customer care Executive

  Overall Role Purpose

  Provide an efficient and professional service in addressing customers’ verbal or written complaints received nationwide, maintaining the existing customer base by resolving all types of complaints and offering appropriate compensation in line with DHL global terms and conditions of carriage and with the consent of the Customer Care and Quality Manager

  Accountabilities

  • Assist the Customer Care & Key Accounts Supervisor to carry out relevant CS staff orientation programs and on- the-job training for CCA recruits

  • 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 in maintaining a favourable DHL image in the eyes of all customers and consequently to facilitate the company’s growth and development.
  • Maintain excellent service levels to ensure high levels of productivity and quality.
  • Acknowledge all complaints within 24 hours of receipt.
  • Investigate all complaints and give prompt feedback to customers.
  • Liase with the Network and other department in the course of investigating complaints in order to ensure that feedback is speedily given to customer
  • Carry out an evaluation or assessment of the extent of DHL’s Liability and determining appropriate compensation in all cases where DHL is liable.
  • Acknowledge all complaints referred to Customer Service and ensure that company standards on acknowledgement and resolution of complaints are adhered to.
  • Prepare or receive damage shipment report necessary in the settlement of claims.
  • Complete shippers interest insurance (SII) form and liase with the insurance champion in the settlement of insurance claim.
  • Liase with Finance with a view to prompt payment of approved claims.
  • In close consultation with and necessary approval of the Customer Care and Quality Manager investigates, resolves, negotiate and settle all forms of claims carefully evaluating the risk and implication within DHL’s limit of liability, global claims procedures and terms and conditions of carriage.

  • Highlight areas for improvement, with suggested solutions – to improve DHL’s procedures, technology and service to positively enhance customers’ experience with DHL.

  • Contribute in building up a positive team spirit by maintaining a harmonious working relationship with other members of her immediate team or other colleagues in the company.

  Skills

  • Typing skills (at least 30wpm preferable)
  • Telephone skills (excellent)
  • Conflict resolution skills (excellent)
  • Technical skills (Telephone and Order Booking systems preferable)
  • Communication skills – spoken and written (excellent)
  • Negotiation and interpersonal skills (excellent)
  • Sound customer relationship experience
  • Strong understanding of customer service and operations
  • Mental Alertness
  • Assertiveness
  • Geographical knowledge.
  • Previous experience in call centres
  • Ability to work under pressure and without supervision.

  Expected Experiance & Education

  • 2 years experience in a Customer Contact Centre
  • Experience within a customer relations environment
  • University degree

• 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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