Role Title: Customer Service Advisor (Frontline & Service Desk)
Corporate Division: DHL Express
Business Division: Customer Service
Business Unit: Malawi Customer Service
Overall Role Purpose
Confidently and knowledgeably provide the full suite of DHL customer service offerings (e.g. booking, enquiries, shipment status, tracking etc) to all parties contacting DHL via the customer service hotline and other contact modes. To handle all requests from customers for import collections and from the Network for Inbound and Outbound collections. By handling these requests within a set time period we aim to improve the turnaround time of the booking request therefore optimising the revenue opportunity and minimise customer’s dissatisfaction therefore establishing DHL’s reputation as a company that cares about its customers. All Service Desk bookings are pro-actively monitored to ensure the process is consistently successful which in turn increases the customers shipping experience. Providing an efficient and professional service to DHL customers through prompt, courteous and accurate responses to Customer’s enquiries. Maintaining the existing customer base by building customer loyalty through an effective problem solving and customer care. Maintaining all service standards laid down by DHL Network.
Reports to: Head of Customer Service
Skills / Qualifications
Competency segment ‘Business’
Analysis: Breaks down a problem, situation or process into its component parts, separates the main issues form side-issues, understands the nature of parts and their relationship to one another. Seeks out and critically evaluates both numerical and narrative information. Draws accurate conclusions.
Planning & Organizing: Sets clear and realistic goals and objectives. Establishes a course of action and a sequence of steps to ensure that activities and objectives are efficiently achieved. Is structured with good personal organization. Schedules time efficiently and use efficient work methods and tools.
Decision Making: Makes timely and appropriate choices based on accurate analysis and experience. Uses sound judgment even in conditions of uncertainty. Anticipates impact of decisions and plans how to manage risk. Knowledgeable about DHL services, complies with the intent of DHL Policies, procedures and agreements.
Results Orientation: Continually seeks to accomplish critical tasks with measurable results. Overcomes obstacles and makes adjustments to achieve results. Focuses self and others to achieve targets aligned with business goals. Builds customer confidence that needs will be promptly met by clearly and confidently stating next steps based on clarified and confirmed exact nature of customers’ problems or requests. Creates customer delight with each customer interaction by aiming to exceed customers’ expectations.
Competency segment ‘Leadership’
Teamwork: Works cooperatively with others to achieve target and objectives. Accomplishes own tasks in support of team goals and actively offers to help colleagues. Supports group decisions. Suggests improvement ideas based on his/her learning.
Competency segment ‘Personal’
Accountability: Acts responsibly and can be counted on to keep commitments. Complies with the intent of policies, procedures and agreement. Builds others’ trust in own professionalism, integrity, expertise and ability to get results. Is informed on current customer satisfaction with pick-up and delivery/customer service/billing and takes action to improve performance to provide an even better customer experience. Acts in a responsive manner towards customer requests.
Communication: Provides both verbal and written information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style, tools and mode to the needs of others. Listens attentively, and summarizes or asks questions, when, needed, to clarify information. Conveys a courteous, honest, helpful, caring and professional demeanor with customers.
Self Management: Remains calm, objective and controlled in responding to urgent or demanding situations. Maintains effective performance under pressure. Stays positive. “Can do” attitude: Whenever possible takes customer requests to resolution or ensures is passed on properly to contact that can.
Expected Educational Qualifications
Expected years of experience (Minimum)
How to apply:
Application Format: Application and Letter CV
Applicant should send applications to :
Closing date for receiving application day: 14th September 2018
For a full Job Description send us an email: email@example.com
DHL provides a wide range of career opportunities at different levels all over the world. As an employee you will have the possibility to develop yourself personally and professionally through successful teamwork. Together we build a company we can truly be proud.
CONNECTING PEOPLE. IMPROVING LIVES.
5th of September, 2018 4:23:49 pm
Employment Type: Full-time
Job deadline: 14th September, 2018
Company: DHL InternationalLog in to apply