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Job Description
- To investigate Customer claims and complaints and provide responses in accordance with DHL’s Claims policy and achieve personal and departments targets.
- Responsible for work processes that affect success of own role and have a moderate impact on the performance of the department.
- Record and investigate claims for compensation and complaints received from customers.
- Respond to all written and telephone complaints and claims received in a timely and effective manner in accordance with department standards.
- Address objections from customers effectively and negotiate to achieve the best possible decision.
- Advise customers on ongoing status of each claim.
- Liaise with relevant departments in order to manage claims
- Provide CS Agents with support and advice in settling customer issues.
- Negotiate satisfactory conclusion for both DHL and the customer
- Provide CS and Sales staff with specialist insurance information related to high value and high risk shipments.
- Use independent judgment and determine best course of action through the interpretation of policies and procedures.
Job Requirements
- Fluent English is a must.
- Good Communication Skills.
- Cairo Residence.
