Accountabilities /Key activities

Customer External

DHL Existing and Potential Customers

• Accept and register bookings for DHL services
• Offer alternatives to customers and potentially turn information calls into sales leads or identify other additional value added services to customers when opportunities arise during the course of interaction.
• Respond to customers consistently and confidently by providing accurate information in all areas such as custom requirements, transit time, and prices.
• Enhance service experience in DHL by exercising professionalism and empathy when dealing with each individual customer’s varying needs and demands

Overall goals / Typical measures

• KPI s and IKOs as attached

Stakeholder Internal

Sub function Department

• Liaise with Operations Department and other departments on quick and efficient resolution of customer issues and queries.

Process

Service Improvement Issues

• Highlight areas for improvement with suggested solutions to improve DHL’s procedures, technology and service to positively enhance customer’s experience with DHL
• Adhere to existing Customer Serve procedures as outlined in the department manuals, while maintaining discretion to exercise flexibility to customers’ needs within reasonable limits in consultation with supervisors and managers.

People – Management

• Incumbent has no direct report and authority over country line and functional personnel. Nevertheless he/she must be able to demonstrate ability to influence decisions/actions.

Overall goals / Typical measures

• Informal influence to enable improvement and change within the organisation.

Skills / Qualifications

Key capabilities

• Typing skills (at least 30wpm preferable)
• Telephone skills (excellent)
• Conflict resolution skills (excellent)
• Selling skills (excellent)
• Technical skills (Telephone and Order Booking systems preferable)
• Communication skills – spoken and written (excellent)
• Negotiation and interpersonal skills (excellent)
• Sound customer relationship experience
• Strong understanding of customer service and operations
• Mental Alertness
• Assertiveness
• Geographical knowledge.
• Previous experience in call centres

Competencies

Competency segment ‘Business’

• Analysis: Breaks down a problem, situation or process into its component parts, separates the main issues form 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 efficiently and use 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. Knowledgeable about DHL ser­vices, complies with the intent of DHL Policies, procedures and agreements.
• 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. Builds customer confidence that needs will be promptly met by clearly and confidently stating next steps based on clarified and confirmed exact nature of customers’ problems or requests. Creates customer delight with each customer interac­tion by aiming to exceed customers’ expectations.

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. Suggests improve­ment ideas based on his/her learning.

Competency segment ‘Personal’

• Accountability: Acts responsibly and can be counted on to keep commitments. Complies with the intent of policies, procedures and agreement. Builds others’ trust in own professionalism, integrity, expertise and ability to get results. Is informed on current customer satisfaction with pick-up and deli­very/customer service/billing and takes action to improve performance to provide an even better customer experience. Acts in a respon­sive manner to­wards customer requests.
• 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. Conveys a cour­teous, honest, helpful, caring and professional de­meanor with cus­tomers.
• Self Management: Remains calm, objective and controlled in responding to urgent or demanding situations. Maintains effective performance under pressure. Stays positive. “Can do” attitude: Whenever possible takes customer re­quests to resolu­tion or ensures is passed on properly to contact that can.
• Expected years of experience

Expected years of experience

(Minimum)

• 2 years DHL Customer service experience, Sales or Operations
• Experience within a customer relations environment

Expected Educational Qualifications

• University degree / Higher Diploma