Key Accounts Desk Advisor
- Military veterans preferred
2025-06-02 DHL (https://group.dhl.com/en.html)
Other
/yr
full-time
employee
Port Louis Mauritius
IT’S AN OPPORTUNITY TO HELP THE WORLD GET ON TOGETHER
Why do people call us the world’s most international company? Is it because we operate in more countries than any other logistics provider? Is it because we invented cross border shipping over 45 years ago? Or is it, perhaps, because what we do connects people across the world. And the more we can connect people, the better life on earth becomes.
We love our role in the world. And we’re looking for the right people to help us maintain – and grow it. People like you.
Role Context
Ensuring the smooth execution of Key Account Servicing strategy for selected accounts in line with the direction of the CS Team Leader and Sales Managers whilst continuously working with customers to identify and incorporate their evolving and emerging needs in Key Account Servicing.
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 Head of Customer Service Manager or Customer Team-Leader (Where applicable)
Key responsibilities
Provide the full suite of customer service offerings (including bookings, enquiries, quotes, supply request, queries) to Key Account customers in addition to customised contracted services (Reporting, Mail Room Management).
Prepare written correspondences to customers when required to furnish information requested.
Proactively inform customers of shipment delays and potential service failures.
Make joint visits to Key Account customers with sales staff and when necessary, solicit feedback to improve service provided to the customers.
Pro-active shipment tracking for all Key Accounts on the desk. Ensure that all outstanding traces are escalated when necessary, using GEMA and that all traces are resolved within the shortest time possible to the customer’s satisfaction.
Ensure that customer complaints and claims transferred to the customer care unit are treated as priority and are resolved to the customer’s satisfaction.
Evaluate complaints and escalate any serious issues to the Customer Service Team Leader.
Investigate service failures and escalate problems to the relevant service centres or operations supervisors. All complaints that may tend towards claims should be formally handed over to the Customer Care unit.
To order stationary supplies & Network materials for Key Account customers and or the in-house staff in assigned Mail Rooms at customers location, where mail Room management is part of the service offering.
To explain administration requirements, as well as operational requirements with a view to ensuring that service incidents are kept to a minimum. In addition, customers must be educated further with regards to any new product, service, or procedure.
Respond/attend to customers calls or queries consistently and confidently according to the required standards and service level agreements.
Enhance service experience in DHL by exercising professionalism and empathy when dealing with each individual customer’s varying needs and demands.
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.
Respond/attend to customers calls or queries consistently and confidently according to the required standards and service level agreements.
Contribute positively in maintaining a favorable DHL image in the eyes of all customers and consequently to facilitate the company’s growth and development.
Managing NPA and ICCC projects with the aim of listening to the voice of the customer though identifying various touch points and working on improvement areas. This is done in collaboration with other departments though monthly meetings.
Minimum Requirements
Education & experience
·Presentation skills (good)
·Customer-facing and interaction skills (excellent)
