Customer Care & Service Desk Advisor

**YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS.**:Would you like to become part of the world's most international company?A company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet.Do you want to make a difference? Then come to our "Insanely Customer Centric" Team and become a Certified International Specialist!**YOUR TASKS**:Handle all outgoing and incoming remote booking for customers in accordance with service standards and processes. Assist the Customer Care Team Leader and Customer Care team to ensure the smooth functioning and continuous improvement of the process and tasks for Service Recovery.**Key Activities**:**DHL Customers (Existing)**- Handle complaints and claims and ensure prompt and effective resolutions to meet customers' expectations- 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 processing of insurance for high value shipments referred by Customer Service agents as per Risk Management procedure and process. Handle all import requests in accordance with service standards and processes.- Deliver best in class customer service by fulfilling each customer's unique needs while adhering to DHL policies- Respond to customer queries regarding information on prices, customs requirements etc**Functional Departments and DHL Stations**- Work closely across functions to handle and resolve issues promptly and effectively.- Work across functions to maintain overall performance standards, and achievement of team objectives- Review process flows for ISO Audits to ensure compliance on current procedures.**Feedback and Information Management**- 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- 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)- Remote Booking Process- Accurately follow remote booking procedures to ensure on time collection.- Offer DHL Value added services to customers.- 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- Provide support to tracing team where necessary by investigating shipment incidents involving undelivered, returned, misrouted, delayed, lost damaged shipments etc.- Handle any overflow of calls from the Frontline where necessary**People - Management**Incumbent has no direct reports and authority over country line and functional personnel. Nevertheless he/she must be able to demonstrate ability to influence decisions/actions.**YOUR PROFILE**:**Skills / Qualifications**- 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)**Competency segment 'Business'**- **Analysis**: Breaks down a problem, situation or process into its component parts, separates the main issues from 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 effectively and uses efficient work methods and tools.