The jobholder’s primary role is to provide support to the customer Service team in order to ensure that processing and responses of all complaints & claims are done in a timely and efficient manner and as per the complaints and claims management procedures.
Apart from this role, the jobholder is also required to play a part in processing and closing of complaints & claims. The job holder is also further required to capture, analyse and report on statistical data in order to prepare daily, weekly & monthly or any other ad hoc reports required by the customer Service team.
- 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.
- Follow all customer service procedures as outlined in the manual to comply with the ISO procedures and safe working practices.
- Liaise with Sales staff and ensure that services are being provided in-line with customer and complaints department requirements.
- Report, evaluate and investigate recurring problems that are highlighted through reports and then direct the information accordingly to the customer relation’s manager for corrective actions to be taken.
- 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 its 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.
- Be the initial point of contact for all internal queries related to complaints and claim status
- Where required register incidents on SID (Shipment Information Database) and follow up with Security personnel.
- All web queries to be followed up on a day-to-day basis.
Knowledge, Skills & Experience:
- Preferably a maths/statistical background with extensive knowledge of the Service Industry.
- A minimum of a year in customer services desirable, preferably in an administrative / secretarial role.
- Must have excellent PC skills and working knowledge of MS office packages and proficiency in Excel.
- Impeccable all round oral and written communication
- Tolerances to stress
- Good Negotiation skills
- Arabic speaker
Facts and Figures
Division: V3, EXPRESS
Employment Type: Permanent Full-Time
Business Unit: DHL Express Kuwait
Location: Kuwait - الكويت
Shift Requirement: Day time only
Job Type: Customer Service
Career Level: Graduates & Entry-Level Professionals
Travel Required: No Business Travel
Reports to: Senior Manager Customer Service
Work Permit Required: No
){kind=link}
0 Commentaires