Retention and Customer Care Advisor

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.

Join our team and discover how an international network that's focused on service, quality and sustainability, is able to connect people and improve lives through the power of global trade. And not just for our customers, but for every member of our team too. To learn more about our culture, motivated people and our purpose, please visit www.dpdhl.jobs/express

YOUR TASKS :

* Provide full tracing services for customers by investigating shipment incidents involving undelivered, returned, misrouted, delayed, lost, damaged shipments etc…
* Handle all trace enquiries 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 queries regarding information on prices, customs requirements etc..
* Liaise with other departments and Operations to address issues on service recovery.
* 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 Handle any overflow of calls from the Frontline where necessary
* Adhere to existing customer service procedures as outlined in the department manuals while maintaining discretion to exercise flexibility when handling traces
* Highlight areas for improvement, with suggested solutions – to improve DHL’s procedures, technology and service to positively enhance customers’ experience with DHL.
* Incumbent has no direct reports and authority over country line and functional personnel. Nevertheless he/she must be able to demonstrate ability to influence decisions/actions.

YOUR PROFILE :

* 2 years experience in a Customer Contact Centre or Telesales environment in a service industry (preferable)
* Experience working in teams
* Bachelor’s degree or Diploma (preferable) or equivalent
* Telephone skills (excellent)
* Conflict resolution skills (excellent)
* Technical Skills (Telephone systems, Order/Shipment Track & Trace Systems and Order Booking systems preferable)
* Strong personality and diplomatic skills
* Self motivated and organised
* Remain calm even under pressure / stress
* Negotiation and interpersonal skills (excellent)
* Languages: Arabic and French, fluent in English