Front Line Advisor
The job holder is responsible to get new contact information for shipments which have not being delivered and organise deliveries accordingly and also requires to organise for deliveries to new consignee information as received from origin country and action requests from customers for collection and deliveries accordingly.
1.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.
2.Follow customer service procedures as outlined in the manual
3.Track and trace undelivered shipments in adherence to DHL’s network trace standards and ensure that the customer is fully updated on any query or issue within the agreed time frame. If an alternate call back time has been agreed with the customer on a specific issue/query, the job holder has to enter this into STM and adhere to this deadline.
4.Check and update DHL system MAPS with new consignee information so that future deliveries are consigned to the right address/person to avoid delays.
5.Scan shipments daily to ensure that a valid checkpoint is created in the DHL system to ensure that all data is available to the network.
6.Evaluate and investigate recurring operational problems that are highlighted through traces and then direct the information accordingly so that corrective actions can be taken promptly.
7.Ensure that letters of advice are sent to customers by normal post plus registered when necessary so that customers who are not reachable on phone can be informed to come and collect their shipments.
8.Identify opportunities for potential business when liasing with customers on their inbound shipments and strive to sell DHL products and services at all times.
9.Maintain a thorough knowledge of all departments and the DHL network in order to supply correct and accurate information to customers at all times.
11.Ensure that the miscode shipment reports are sent to the respective origins whilst striving to drive inbound/outbound-miscoded shipments to a bare minimum.
KNOWLEDGE, SKILLS AND EXPERIENCE
•Sound educational back ground with knowledge of the Service Industry, an added advantage
•Working knowledge of Microsoft Word, Excel and Power Point.
•Good oral and written communication skills – English & Français preferable
•Self motivated individual capable of working independently
•Self-starter, working most times without supervision.
•Tolerance for stress in a fast paced working environment.
•Excellent planning and organising skills
•Flexibility to perform various job functions
•Passion for delighting customers
•Typing speed of 30 words per minute
Facts and Figures
I like working for DHL because it is the worldwide leader in logistics where customers and employees are always in focus.
Current Employee – Project Manager in Bonn