YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS.
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. DHL Express Egypt is the recognized market leader in Express logistics and an Employer of Choice - with a 2020 global ranking at #2!
Join our team and discover how an international network that's focused on service, quality and sustainability, is able to connect people and improve lives through the power of global trade. And not just for our customers, but for every member of our team too. To learn more about our culture, motivated people and our purpose, please visitwww.dpdhl.jobs/express
Do you want to make a difference? Then come to our "Insanely Customer Centric" Team and become a Certified International Specialist!
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.
Accountabilities:
- Assist the customer retention & care team leader to carry out 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 damaged shipments etc.
- Handle all trace enquiries 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, customs requirements etc.
- Liaise with other departments and Operations to address issues on service recovery.
- Confidently and knowledgably handle customer complaints whilst maintaining composure and take all possible actions to resolve issues (without over-committing) to the customers full satisfaction.
- Handle any overflow of calls from the Frontline where necessary.
- Manage customers’ satisfaction surveys where necessary.
- Adhere to existing customer service procedures as outlined in the department manuals while maintaining discretion to exercise flexibility when handling traces.
- Manage import requests where necessary.
Key Capabilities:
- Telephone skills.
- Fluency in English
- Conflict resolution skills.
- Technical Skills. (Telephone and Order Booking systems preferable)
- Communication skills - spoken and written. (excellent)
- Negotiation and interpersonal skills. (excellent)
Expected years of experience (Minimum):
- +2 years’ experience in a Customer Contact Centre or Tele sales environment in a service industry (preferable).
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!
