Customer Service Tracing Advisor

Role Purpose:

Provide quality and professional track and trace services to all parties, particularly 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 minimize customer’s dissatisfaction

Accountabilities

• Key Responsibilities:
  • Assist the Customer Service Supervisor (Backline) with relevant CS staff orientation programs and on-the-job training for CSA recruits.
  • Provide full tracing services for customers by investigating shipment incidents involving undelivered, returned, misrouted, delayed, lost, or damaged shipments.
  • Handle all trace inquiries in accordance with service standards and processes.
  • Deliver best-in-class customer service by fulfilling each customer’s unique needs while adhering to DHL policies.
  • Respond to customer queries regarding information on prices and customs requirements.
  • Liaise with other departments and Operations to address issues on service recovery.
• Process:
  • Confidently handle customer complaints while maintaining composure and taking all possible actions to resolve issues to the customer's full satisfaction.
  • Manage any overflow of calls from the Frontline when necessary.
  • Adhere to existing customer service procedures while exercising flexibility when handling traces.
  • Handle customer objections professionally to restore faith in DHL and avoid escalation and claims.
  • Highlight areas for improvement with suggested solutions to enhance DHL’s procedures, technology, and service.

Skills and Qualifications

Key capabilities:

• Typing skills (at least 30 wpm 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 and assertiveness
• Geographical knowledge
• Previous experience in call centers

Expected years of experience:

• University Degree
• 2 years' experience in a Customer Contact Centre or Tele sales environment in a service industry (preferable)
• Experience within a customer relations environment

Skills Required:

• Any / Field
• Customer / Service / Secretarial