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Job Description
- 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.
- Responsible for work processes that affect success of own role and have a moderate impact on the performance of the department
- Track and trace shipments in adherence to DHL’s network trace standards and investigate thoroughly undelivered, returned, delayed, lost, damaged and held shipments.
- Ensure that the customer is fully updated on any query or issue within the agreed time
- Highlight any recurring problems that are manifested through traces
- Deal competently with customer complaints and take all possible actions to resolve the issue
- Provide a high level of customer service and professionalism taking into account the consideration that all DHL customers have an express requirement and are looking for instant and immediate action.
- Adhere to existing customer service procedures as outlined in the department manuals while maintaining discretion to exercise flexibility when handling traces
- Must communicate all delays and other service issues to the Team leader/ Supervisor
- Performs all of the standard and some specialized more complex aspects of the function
- Effectively applies skills in accomplishing tasks
Job Requirements
- 1-2 years of experience in related area of responsibility
- Senior service, production, or support roles highly experienced in area of responsibility thorough knowledge of tasks and responsibilities