Description - External
YOUR TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMER
Would you like to become part of the world's most international company
A company that pioneered cross-border express delivery in 1969 and it 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 Centric Team and become a Certified International Specialist!
YOUR TASK
- Lead, motivate and supervise Customer Care Advisors (Tracing, Service Desk) & CCU to ensure that all customer's requests (Trace/ Remote Booking/ Complaint/ Claim) are attended to in accordance with stipulated global and regional performance standards, targets and processes
- Interact with Customers in a professional manner for effective service recovery and/or pay visits where service recovery actions are deemed essential as an extension of customer care
- To manage service recovery incidences to ensure customer satisfaction is uncompromised, by collaborating and coordinating with relevant stakeholders.
- To be aware and understand the root cause of cases handled by their team and proactively identify process improvement where relevant.
- To ensure all escalation is resolved timely and ensure proactive action is taken to enhance customer experience.
- Continuously review and improve existing service recovery processes to ensure relevance to the dynamic business environment with a view towards establishing and maintaining a competitive advantage
- Communicate and implement approved global CS procedure for handling and resolving customer's requests (Trace/ Remote Booking/ Complaint/ Claim) accordance with DHL policies and country specific requirements and thereafter ensure compliance via Quality Monitoring
- Optimize workforce utilization and efficiency by reviewing staff schedules and conducting workload balancing to achieve KPIs and meet customers expectations
- Work closely with the Information Technology team to leverage technology to automate trace processes as well as formulate backup plans in times of system outages
Qualifications - External
YOUR PROFILE
- Exhibits an exceptional degree of ingenuity, ,creativity, resourcefulness and empathy.
- Well- developed relationship skill and ability to network with multiple levels of an organization and other business units.
- Typically requires Bachelor of Degree in related discipline and or 3- 4 years of working experience.
OUR OFFER
- Strong career support in a 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!
