Customer Care Advisor

Job description

Role Purpose

The Customer Care & Service Desk Advisor handles all outgoing and incoming remote bookings for customers while adhering to established service standards . This role assists the team leader in ensuring smooth process functioning and leads service recovery efforts by analyzing failures and implementing improvements .

Key Responsibilities

Remote Booking Management: Accurately follow remote booking procedures to ensure on-time collection for customers .

Service Recovery Analysis

Focus on the effective operation of the Service Recovery System by analyzing the root causes of service failure instances .

Preventive Measure Implementation

Apply corrective and preventive measures based on incident findings to benefit both customers and DHL .

Complaint & Claims Resolution

Confidently handle customer complaints and insurance claims to ensure prompt and effective resolutions .

Customer Education

Capitalize on opportunities to educate customers on DHL’s value-added offerings, such as shipment insurance .

Revenue Generation

Identify and promote areas with potential for revenue generation through cross-selling and upselling services like SII, TDX, and eCom tools .

Tracing Support

Investigate shipment incidents involving undelivered, returned, misrouted, delayed, or damaged shipments to support the tracing team .

Agent Training

Train Customer Service agents and other functions on empowerment and its application under various scenarios .

Stakeholder Collaboration

Work closely across functional departments and DHL stations to maintain performance standards .

Compliance Monitoring

Review process flows for ISO Audits to ensure compliance with current procedures .

Qualifications, Experience, and Competencies Education

University Graduate .

English Proficiency

Excellent communication skills, both spoken and written .

Professional Experience

2–3 years of experience in customer services, specifically in complaint and claims handling in a service environment .

Software Expertise

Excellent skills in Microsoft Office (Word, Excel, PowerPoint); proficiency in DHL Systems is preferable .

Analytical Ability

Breaks down problems or processes into component parts and draws accurate conclusions from narrative and numerical data .

Planning & Organizing

Sets clear goals and establishes a sequence of steps to ensure objectives are efficiently achieved .

Decision Making

Makes timely and appropriate choices based on analysis and experience, even under conditions of uncertainty .

Self-Management

Remains calm, objective, and controlled in responding to urgent or demanding situations .

Accountability

Acts responsibly, keeps commitments, and complies with the intent of policies and procedures .

Interpersonal Skills

Excellent negotiation and interaction skills with a focus on customer-facing excellence .

Equal Treatment Clause

We are committed to fostering equal opportunity and strictly reject all forms of discrimination . At DHL Group, employee selection is based exclusively on individual qualification, performance, skills, and professional experience . ✨ We Deliver the Difference ✨ We Care ✨ We Grow Together