Customer Care Advisor

Role Purpose

The Customer Care & Service Desk Advisor handles all outgoing and incoming remote bookings for customers while adhering to established service standards. This role assists the team leader in ensuring smooth process functioning and leads service recovery efforts by analyzing failures and implementing improvements.

Key Responsibilities

• Remote Booking Management: Accurately follow remote booking procedures to ensure on-time collection for customers.
• Service Recovery Analysis: Focus on the effective operation of the Service Recovery System by analyzing the root causes of service failure instances.
• Preventive Measure Implementation: Apply corrective and preventive measures based on incident findings to benefit both customers and DHL.
• Complaint & Claims Resolution: Confidently handle customer complaints and insurance claims to ensure prompt and effective resolutions.
• Customer Education: Capitalize on opportunities to educate customers on DHL’s value-added offerings, such as shipment insurance.
• Revenue Generation: Identify and promote areas with potential for revenue generation through cross-selling and upselling services like SII, TDX, and eCom tools.
• Tracing Support: Investigate shipment incidents involving undelivered, returned, misrouted, delayed, or damaged shipments to support the tracing team.
• Agent Training: Train Customer Service agents and other functions on empowerment and its application under various scenarios.
• Stakeholder Collaboration: Work closely across functional departments and DHL stations to maintain performance standards.
• Compliance Monitoring: Review process flows for ISO Audits to ensure compliance with current procedures.