Customer Service Executive
Labels:
Customer Relations/Public Relations,
DHL
Job title | Customer Service Executive |
Company | DHL Global Forwarding |
Reports To | Customer Service Manager |
Start Date | 15 April 2010 |
Company Overview |
DHL is the world’s leading logistics group. We are present in 220 different countries/territories where we employ over 350,000 employees. DHL offers a unique and diverse portfolio of services to its clients ranging from air freight, ocean freight, international express, warehousing, domestic transport, document management and international mail.
DHL Sri Lanka has 2 different divisions – DHL Express and DHL Global Forwarding & Supply Chain. This role is based in DHL Global Forwarding & Supply Chain. DHL Global Forwarding & Supply Chain in Sri Lanka is capable of providing the entire portfolio of services to all its clients in Sri Lanka
Purpose of the Role |
Provide quality and professional track and trace services to all parties, particularlycustomers and the DHL network, aimed at resolving service problems to achieve and exceed defined performance standards in relation to shipment co-ordination and customer service.
Work across functions to maintain overall performance standards, handle and resolve issues promptly and effectively, and achievement of team objectives.
Key Responsibilities |
Customer Service
· Co-ordination with network and operations to provide shipment updates to customers
· Co-ordination with Assigned customers to ensure smooth shipment flow
· Trouble shooting with the network / operations / customers in specific requirements
· Maintenance and update of SOP’s for assigned customers
· Setting and promoting usage of Track and Trace, E-Tool application with customers
· Checking and sending complete Pre-Alerts to customers.
· Actively record customer complaints and supplier failures
· Submission of reports as per customer requirements
· Resolution of Customer disputes
· 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
· Adhere to existing customer service procedures as outlined in the department manuals while maintaining discretion to exercise flexibility when handling traces
Feedback and Information Management
· Upkeep and maintain feedback and claims information to system applications and organize an accurate database.
· Analyse cases to identify the root causes of service incidents/failures and suggest solutions to pre-empt recurrence within DHL network.
· Provide suggestions or alternatives for improving customer service quality to meet and exceed customers’ expectations.
Maximizing Revenue Generating Opportunities
· Identify and promote areas with potential for revenue generation to cross-sell, up sell services including value added services
Required Skills, Experience and Educational Qualifications |
· 1-2 years experience in the field
· O levels
· A levels or Diploma (preferable) or equivalent
· 2 years experience in a Customer Contact Centre or Telesales environment in a service industry (preferable)
· Customer-facing and interaction skills (excellent)
· Communication skills, spoken and written (excellent)
· Selling skills
· Software skills (Word, Excel, PowerPoint, etc.)
· Telephone skills (excellent)
· Conflict resolution skills (excellent)
· Negotiation and interpersonal skills (excellent)
· Analytical, organisational and motivational skills (excellent)
Application Process |
Interested candidates should send their CVs in word format to the following:
Please ensure that the subject of the email is – Application for Customer Service Executive
