Service Desk Advisor ( IMPEX Coordinator ) - Jordanian Only
Overall goals / Typical measures
§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 queriesregarding information on prices, customs requirements etc.
§Knowledgeably offer customers the most suitable DHL service based on their unique needs, and actively attempting to close the transaction by converting their enquiries and securing their bookings.
§Identify potential for selling additional services and products (e.g. Insurance, time definite delivery, packaging, account facilities, etc) during the course of interacting with customers and proactively sells these to secure additional/new revenue sources for DHL.This includes asking customers the appropriate questions to match their needs against value-added services, professionally offering and convincing them on the benefits of the services, handling their objections or reservations (if any) and closing the transaction by successfully securing their purchase of the offered services.
§Exercise professionalism and provide first class customer service bearing in mind that all DHL customers have an express requirement, and are looking for immediate and hassle-free solutions.
§Confidently and knowledgeably handle customer complaints while maintaining composure, and take all possible actions to resolve issues to the customers’ expectations without compromising DHL’s position by over-committing to customers , or being unrealistic in what is offered.
Ensuring that all interactions with customers are in accordance with the Mystery Shopper guideline scripts.
§All key activities are monitored monthly through Quality Monitoring calls & RB Request, in addition to one to one coaching and side by side and linked performance to incentive scheme.
Targets as per Regional KPI’s
Request Trace Quality
As per attached KPI’s Document )
§All procedures need to be adhered to so as to achieve both individual and department measurements in revenue generation and Service Excellence.
§Achieve individual monthly SII / TDX targets and cash targets
§Feedback related information to customers, CSA’s, Team Leaders, Sales, Operations and relevant DHL network stations
Sub function Departments
§Liaise with other departments such as Operations, Sales and Finance to manage customers’ collection / bookings.
§Liaise with all DHL employees in a professional and cooperative manner at all times, and consistently strive to promote a positive team spirit and adhering to DHL’s values at all times.
§Undertake any other related tasks or responsibilities as reasonably directed or required.
Behaviour must at all times be in accordance with DHL’s code of conduct, values and policies.
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
§Adhere to existing NTP
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.
Follow the GlobalRB Service standard
Skills / Qualifications
The Service desk coordinator should be a self-motivated individual, capable of working within a high-pressure environment in order to resolve complaints and issues effectively. Must also have excellent written and oral communication skills.
The jobholder must be able to remain calm under pressure and to be able to handle objections in a reasonable and professional manner.
Is focussed on identifying and meeting customer needs.Acts to establish a long term business partnership with internal and external customers.
Planning and Organizing
The Service desk coordinator should be well organised in order to meet critical deadlines while responding to requests & complaints.
The Service desk coordinator would be required to act and take decisions in a timely manner on a daily basis in order to resolve and exceed customers expectations.
Continually seeks to accomplish critical tasks with measurable results. Overcomes obstacles and makes adjustments to achieve results. Focuses self and others to achieve targets aligned with business goals.
Works cooperatively with others to achieve target and objectives. Accomplishes own tasks in support of team goals and actively offers to help colleagues. Supports group decisions.
Acts responsibly. Can be counted on to keep commitments. Complies with DHL expectations, policies and procedures.Builds others' trust in own professionalism, integrity, expertise and ability to achieve results.
Provides both verbal and written information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style to the needs of others. Listens attentively and asks questions when needed to clarify information.
Remains calm, objective and controlled in responding to urgent or demanding situations. Maintains effective performance under pressure. Stays positive.
Attention to Detail
§Is thorough and complete in performing all aspects of the job. Stays focussed on the details of the job, no matter how small.Checks and monitors work to ensure accuracy.
§Excellent verbal communication skills and interpersonal style
§Excellent personal presentation, grooming and hygiene
§Good clear command of the English language
§Excellent organisational skills, including ability to prioritise workload
§Ability to effectively contribute as a team member as part of a busy team
§Proven ability to work under pressure in a fast paced, time sensitive environment
§Demonstrated ability to use initiative/judgement to solve job related issues
§Demonstrated attention to detail
§Good understanding of DHL Network
§Impeccable all round oral and written communication
§Strong problem solving capability
§Desire to get the job done
§Passion to provide excellent Customer Service
§Right first time philosophy
§Good Negotiation skills Sound educational background, with an extensive knowledge of the Service Industry.
§A minimum of 1 year DHL experience in the customer service department with thorough knowledge of the network and track & trace procedures.
§Excellent working knowledge of Word / Excel / PowerPoint.
§Good communication skills
§High levels of stress tolerance
§Self motivated individual
§Passion for Customer Delight
§Attention to Detail
§Good Interpersonal skills and relationship building
§Good negotiation skills
§Typing speed of 25 words per minute preferable
§Excellent telephone skills
§Conflict resolution skills
Technical skills (Telephone Systems, Order/shipment track & trace Systems, order booking systems preferable)
Facts and Figures
DHL Express Jordan
Work Permit Required