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 the full suite of customer service offerings (including bookings, enquiries, supply requests) to Key Account customers in addition to customised contracted services (eg Reporting etc)

§ Prepare written correspondence to customers when required to furnish information requested by customers or in dealing with complaint resolution.

§ Proactively inform customers on shipment delays and potential service failures.

§ Make joint visits to key account customers with sales staff as and when necessary to solicit feedback to improve the service provided to the customers.

§ Work with Gateway, Operations and the DHL Network to achieve promised transit times, service levels and other contracted service requirements for Key Account customers.

§ Actively handle customers billing enquiries by liaising with Finance to ensure satisfactory resolution.

§ Complete weekly, monthly and quarterly reports as required by customers, management and/or the sales team per prescribed time frames/intervals

§ Lead and drive customer satisfaction by providing best in class standards with a view towards establishing and maintaining a competitive advantage.

§ 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)

YOUR PROFILE :

§ Bachelor’s degree or Diploma (preferable) or equivalent

§ 3 years experience in Customer Service in service-related industry, handling and resolving customers’ issues and complaints.

§ Presentation skills (good)

§ 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, organisational and motivational skills (excellent)

§ Project management skills (good)