Job Description

DHLis a leading global brand in the logistics industry.DHL’s family of divisions offers an unrivalled portfolio of logistics services, ranging from national and international parcel delivery, international express, road, air and ocean transport, to industrial supply chain management. With its unrivalled presence in developing markets,DHLis decisively positioned as “THE logistics company for the world”.

DHL Express is a company that pioneered cross-border express delivery in 1969 & now is active in more than 220 countries and territories worldwide. We connect people and improve their lives. And we do it by being uncompromisingly customer-centric and delivering excellence day in and day out. By bringing people together and making life simpler – for our customers, our employees, our investors, and our society – we help make the world a better place.

Role Descriptor

DHL Express is looking for a Customer Care Executive (Tracing) to join and lead our team. The Executive will be responsible to 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.

Role Details

• Role title : Customer Care Executive (Tracing)
• Corporate/Business : DHL Express
• Department/Function : Customer Care
• Job family : EXP IN Customer Care
• Reports to : Customer Care Tracing Supervisor

Scope of role

• Budgeted T/O in M or BN€ [2021]: €414.3 Million
• Number of countries covered [2021]: India
• Of FTEs [2021]: 80-90
• Expected profit of business in M or BN€ [2021]: Negative 6.4 Million €

Key Responsibilities

He/she will have to perform the following key activities:

• Customer Care Tracing Supervisor:
• Assist the Tracing Supervisor to carry out relevant CS staff orientation programs and on- the-job training for CSA recruits.
• DHL Customers:
• Provide full tracing services for customers by investigating shipment incidents involving undelivered, returned, misrouted, delayed, lost damaged shipments etc.
• Handle all trace enquiries 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.
• Sub-function Departments:
• Liaise with other departments and Operations to address issues on service recovery.
• Trace Process:
• 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.
• Handle any overflow of calls from the Frontline where necessary.
• Adhere to existing customer service procedures as outlined in the department manuals while maintaining discretion to exercise flexibility when handling traces.
• Service Improvement Issue:
• Highlight areas for improvement, with suggested solutions – to improve DHL’s procedures, technology and service to positively enhance customers’ experience with DHL.
• Maximizing Revenue Generating Opportunities:
• Identify and promote areas with potential for revenue generation to cross-sell, upsell services including value added services (e.g. SVP, TDX, EXT, sales leads and the use of eCom tools).
• Incumbent has no direct reports and authority over country line and functional personnel.
• He/She should have Informal influence to enable improvement and change within the organisation

Skills Required

• Typing skills. (at least 30 wpm preferable)
• Telephone skills. (excellent)
• Conflict resolution skills. (excellent)
• Technical Skills. (Telephone systems, Order/Shipment Track & Trace Systems and Order Booking systems preferable)
• Negotiation and interpersonal skills. (excellent)

Profile Requirements

(Experience/Certifications/Qualifications/Licenses)

• 2 years of experience in a Customer Contact Centre or Telesales environment in a service industry (preferable).
• Experience working in teams.
• Degree or equivalent.

Profile Requirements

(Experience/Certifications/Qualifications/Licenses)

• 2 years of experience in a Customer Contact Centre or Telesales environment in a service industry (preferable).
• Experience working in teams.
• Degree or equivalent.

Skills Required

• Communication
• Interpersonal Skills
• Customer Care