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DHL Express, Inc. Customer Care Advisor in Philippines

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 in the world?

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:

Summary

Assist the Customer Care Manager and Customer Care team to ensure the smooth functioning and continuous improvement of the process and tasks for Service Recovery.

Accountabilities

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 GCC Risk Group’s procedure and process.

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.

Carry out any task that is required by his or her superiors from time to time.

Process

Feedback and Information Management:

Upkeep and maintain feedback and claims information to system applications and organize an accurate database.

Analyse 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.

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.

Maximising Revenue Generating Opportunities:

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

YOUR PROFILE:

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)

OUR OFFER:

Strong career support in an international environment.

Great culture and colleagues.

Multifarious benefit programm.

Do you see a personal challenge in these versatile and responsible tasks? Then apply now!

We look forward to receiving your application!

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