Query Handling Backline Analyst 2 - Military veterans preferred

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DHL Express currently has?a career opportunity for a qualified?Query Handling Backline?Analyst.?This important role will be responsible?for handling incoming customer calls with the intent of providing customer satisfaction and retention, review customer inquiries, problems, requests and suggestions to determine appropriate solutions and/or responses. The selected candidate will be in charge of providing a variety of customer service support duties to customers; ensuring timely and accurate information is provided to customers in a professional manner responding to inquiries through phone, mail, email, fax, website, and/or face-to-face contact with customers. In addition the individual will also be responsible for promoting and selling the company's products and services and providing operational management and support at call center locations to ensure efficient and timely resolutions of customer service issues.

Key Responsibilities:?

• The selected candidate will be in charge of research, validates, and processes customer and sales requests for adjustments, corrections, and refunds
• Investigate customer disputes (including foreign countries), identifies root cause (if any) and coordinate resolution with appropriate departments
• Not all customer disputes are a valid dispute in some instances the person will be required to train the customer on the correct process

Skills & Qualifications:

• 2-4 years of experience in related areas of responsibilities
• Intermediate knowledge of Microsoft Office Works and Excel, SAP & GWEB
• Experience with DHL Express’ Global SOP
• Good written/verbal communication skills with external/internal customers, including peers and executive leaders
• Ability to handle complex tasks in a production environment
• Excellent customer service skills with the ability to empathize with and prioritize customer needs
• Interpersonal skills. Demonstrable conflict resolution skills. Ability to determine customer needs and provide appropriate solutions