• Job Description

  Req#: DPDHGLOBAL23005PXEXTERNALENGLOBAL

  Would you like to become part of the world's most international company in the world?

  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!

  The Purpose of the Operations Clerk is:

  • To handle all incoming contacts from all customers into the contact centre, from multiple channels (phone, email, web, direct).
  • Answer our customer queries, with the aim to resolving during the first point of contact, to enhance the Customer Experience provided to our customers.
  • Capture all potential opportunities for revenue growth.
  • Minimise any possible customer dissatisfaction, ensuring any expression of dissatisfaction is recorded and establish DHL’s reputation as a company that cares about our customers.
  • To assist Customer Service Management with other projects to measure and enhance our customer experience.

  Key Tasks

  • First point of contact with customers
  • Refer complex and unusual problems to supervisor/ manager on an exception only basis. Under limited supervision, relies on experience and exercises independent judgment to determine best approach to achieve desired outcomes.
  • Respond to customer queries for information to ensure an answer is provided. Propose the most appropriate DHL offering to the customer in line with DHL procedures and standards
  • Debrief process must be followed
  • Knowledge of shipping guidelines when dealing with customers at reception
  • Excellent and full knowledge of all relevant scans used in warehouse operations
  • Management of HIC (Inventory / Undeliverables) area
  • Knowledge of procedures in bond area
  • Ability to work under general supervision with regular review & guidance from supervisor/manager

  What You Bring

  • • 1-2 years’ experience in a Customer Care or After-Sales related role desirable
    • Previous work experience in a contact centre, office or retail environment is preferred.
    • 1-2 years’ experience in the Air Express industry an advantage
    • Leaving Certificate or equivalent is a minimum requirement
    • Passion for providing excellent Customer Service with an Insanely Customer Centric approach
    • Team Player
    • Excellent oral and written communication skills
    • Computer literacy with experience using the Microsoft Office functions
    • Strong interpersonal skills with the ability to build and maintain relationships
    • Excellent problem-solving capability
    • Attention to detail
    • Right first-time philosophy
    • Negotiation skills
    • Friendly manner
    • Strong interpersonal skills with the ability to build and maintain relationships
    • Fluent English

  Our Offer

  • Strong career support in an international environment.
  • Great culture and colleagues.
  • Multifarious benefit program.

  Do you see a personal challenge in these versatile and responsible tasks? Then apply now!

  We look forward to receiving your application!

  Location:

  DHL Express Cork, Block 9004, Blarney Business Park, Co. Cork, T23 HY2D, Ireland

• 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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