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Role Title
Customer Care Specialist
Corporate Division
DHL Express
Business Division
Customer Service
Business Unit
Jordan Customer Service
Overall Role Purpose
Customer Care Specialist will be responsible to handle cases related to service recovery , STTT , respond to legal communication raised by customer , submit insured claims to Insurer for settlement , settle down complaints as per DHL liability . taking actions related to customers VOCs . ensure Root Cause Analysis is in place as preventive action .
Reports to
Key Accounts & Customer Care Manager
Accountabilities
Key activities
Overall goals / Typical measures
Customer
External
DHL Customers (Existing)
- Visit customers for relationship building and issue resolution.
- Capitalize opportunities to educate customers on the benefits of DHL’s value added offerings e.g shipment insurance and the importance of blanket insurance coverage to customers for peace of mind at reasonable rates.
- Handle complaints and claims and ensure prompt and effective resolutions to meet customers expectations
- Handle processing of insurance for high value shipments referred by Customer Service Advisors as per GCC Risk Group’s procedure and process.
- Customer Care Specialist will be responsible for handling 30% of remote booking (incoming/outgoing) as part of their role, acting as a buddy to the Service Desk.
- This is a mandatory aspect of the position, requiring full mastery of all related KPIs, including serving as the first point of escalation with a target of less than 1% escalation to the second and third levels. Additionally, the specialist must ensure 90% closure of remote bookings.
- Making the use of MCT Tool mandatory for customer communication.
Individual KPIs
- As per GKPI’s/RKPI’s &key attributes, listed and updated matching CS business rules .
Stakeholder
Internal
Functional Departments and DHL Stations
- Work closely across functions to handle and resolve issues promptly and effectively.
- Work across functions to maintain overall performance standards, and achievement of team objectives
- Review process flows for regional and local Audits to ensure compliance on current procedures.
- Ensure timely processing and submissions of all claims to the relevant departments for timely pay-outs to ensure customer satisfaction.
- All STTT to be followed up and registered as per C&C Handling procedure.
Process
Feedback and Information Management
- Upkeep and maintain feedback and claims information to system applications and organize an accurate database.
- Analyze cases to identify the root causes of service incidents/failures and suggest solutions to pre-empt recurrence within DHL network.
- Provide suggestions or alternatives for improving customer service quality to meet and exceed customers’ expectations and collate findings from the Post Service Feedback Survey
- Primary focus on the effective operation of the Service Recovery System by analyzing root causes of service failure instances and applying corrective and preventive measures for future gain to both customers and DHL.
- Explore business opportunities by educating customers on the importance of shipment, insurance and recommending blanket insurance coverage to customers for peace of mind at reasonable rates.
Driving Customer Service Excellence
- Lead and drive customer satisfaction by providing best in class standards with a view towards establishing and maintaining a competitive advantage.
- Channel customer’s feedback to management or relevant departments for service improvement.
Maximizing Revenue Generating Opportunities
- Identify and promote areas with potential for revenue generation to cross-sell, upsell services including value added services (e.g SII, TDD and the use of eCom tools)
People – Management
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.
Informal influence to enable improvement and change within the organization.
Skills / Qualifications
Key capabilities
- Customer-facing and interaction skills (excellent)
- Software skills (Word, Excel, PowerPoint, etc.) (excellent)
- Software skills (DHL Systems) (preferable)
- Communication skills, spoken and written (excellent)
- Negotiation and interpersonal skills (excellent)
- Analytical, organizational and motivational skills (excellent)
- People Management skills (excellent)
Competencies
Competency segment ‘Business’
Analysis: Breaks down a problem, situation or process into its component parts, separates the main issues from side-issues, understands the nature of parts and their relationship to one another. Seeks out and critically evaluates both numerical and narrative information. Draws accurate conclusions.
Planning & Organizing: Sets clear and realistic goals and objectives. Establishes a course of action and a sequence of steps to ensure that activities and objectives are efficiently achieved. Is structured with good personal organization. Schedules time effectively and uses efficient work methods and tools.
Decision Making: Makes timely and appropriate choices based on accurate analysis and experience. Uses sound judgment even in conditions of uncertainty. Anticipates impact of decisions and plans how to manage risk.
Results Orientation: 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.
Competency segment ‘Leadership’
Teamwork: 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.
Competency segment ‘Personal’
Accountability: Acts responsibly. Can be counted on to keep commitments. Complies with the intent of policies, procedures and agreements. Builds others’ trust in own professionalism, integrity, expertise and ability to get results.
Communication: Provides both verbal and written information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style, tools and mode to the needs of others. Listens attentively, and summarizes or asks questions, when needed, to clarify information.
Self Management: Remains calm, objective and controlled in responding to urgent or demanding situations. Maintains effective performance under pressure. Stays positive.
Expected years of experience
(Minimum)
1-2 years experience in customer services, with experience in complaint and claims handling in a service environment.
Expected Educational Qualifications
Diploma in Business (preferable) or equivalent