Browse Jobs
For Employers
Post JobLog inGet Started

Customer Care Advisor

DHL Express Egypt
New Cairo, Cairo
Posted 4 years ago
263Applicants for1 open position
  • 33Viewed
  • 2In Consideration
  • 0Not Selected
Search other opportunities

Job Details

Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:

Skills And Tools:

Job Description

CS Agents

  • Train CS agents (where required) other functions on empowerment and its application under different scenarios

DHL Customers (Existing)

  • Visit customers for relationship building and issue resolution.
  • Capitalise opportunities to educate customers on the benefits of DHL’s value added offerings. Eg shipment insurance and the importance of blanket insurance coverage to customers for peace of mind at reasonable rates.
  • Handle complaints and claims and ensure prompt and effective resolutions to meet customers’ expectations
  • Handle processing of insurance for high value shipments referred by Customer Service agents as per Risk Management procedure and process.
  • Handle all incoming and outgoing remote booking requests in accordance with Global Remote Booking Procedures “GRBP”
  • Deliver best in class customer service by fulfilling each customer’s unique needs while adhering to DHL policies
  • Handle complaints and claims and ensure prompt and effective resolutions to meet customers’ expectations

Feedback and Information Management

  • Upkeep and maintain feedback and claims information to system applications and organize an accurate database.
  • Analyze 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 and collate findings from the Post Service Feedback Survey
  • Primary focus on the effective operation of the Service Recovery System by analysing root causes of service failure instances and applying corrective and preventive measures for future gain to both customers and DHL.
  • Explore business opportunities by educating customers on the importance of shipment, insurance and recommending blanket insurance coverage to customers for peace of mind at reasonable rates
  • Handle any overflow of calls from the Frontline where necessary

Driving Customer Service Excellence

  • Lead and drive customer satisfaction by providing best in class standards with a view towards establishing and maintaining a competitive advantage.
  • Channel customer’s feedback to management or relevant departments for service improvement.

Maximizing Revenue Generating Opportunities

  • Identify and promote areas with potential for revenue generation to cross-sell, upsell services including value added services (e.g SII, TDX and the use of eCom tools)

Job Requirements

  • Customer-facing and interaction skills (excellent)
  • Software skills (Word, Excel, PowerPoint, etc.) (excellent)
  • Software skills (DHL Systems) (preferable)
  • Communication skills, spoken and written (excellent)
  • Negotiation and interpersonal skills (excellent)
  • Analytical, organisational and motivational skills (excellent)
  • People Management skills (excellent)

Featured Jobs

Similar Jobs

Search other opportunities
JobsCustomer Service/SupportCustomer Care Advisor