Tracing Advisor - Jordanian Only
Overall goals /
§Act as an ambassador for DHL at all times and attend to customer needs in a professional, friendly and courteous manner
§Ensure that a high level of professional rapport is developed and maintained with all customers
§Follow up on all customer enquiries and direct customer to the correct DHL department where further information is required
§Maintain proactive work processes.
§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
Targets as per GMB KPI’s
Request closures within 3 days
Targets as per Regional KPI’s
Network Activity Response
On time Call backs
(Attached KPI’S Document)
§Follow customer service procedures as outlined in the manual to comply with the global customer service processes GCSPs, procedures and safe working practices
§Maintain a thorough knowledge of all departments, DHL network, products and services so that customers are provided accurate information
§Follow up with DHL Network information and get in touch with customers accordingly to ensure that customer’s shipments are delivered at the earliest
§Report, evaluate and investigate recurring operational problems that are highlighted through traces and then direct the information accordingly for corrective actions to be taken
§Ensure all traces are actioned in accordance with Network Standards (NTP) so that we comply with service levels given to customers
§Highlight opportunities and suggest solutions to improve DHL’s procedures, technology and service so that DHL can provide continuously universally high level of service to all customers
§Work effectively both individually and as part of a team to achieve both individual and department goals and objectives and strive consistently to promote a positive team spirit
Skills / Qualifications
The Tracing Advisor 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 Tracing Advisor should be well organised in order to meet critical deadlines while responding to requests & complaints.
The Tracing Advisor 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