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 .

Qualifications, Experience, and Competencies

- Education: University Graduate .
- English Proficiency: Excellent communication skills, both spoken and written .
- Professional Experience: 2–3 years of experience in customer services, specifically in complaint and claims handling in a service environment .
- Software Expertise: Excellent skills in Microsoft Office (Word, Excel, PowerPoint); proficiency in DHL Systems is preferable .
- Analytical Ability: Breaks down problems or processes into component parts and draws accurate conclusions from narrative and numerical data .
- Planning & Organizing: Sets clear goals and establishes a sequence of steps to ensure objectives are efficiently achieved .
- Decision Making: Makes timely and appropriate choices based on analysis and experience, even under conditions of uncertainty .
- Self-Management: Remains calm, objective, and controlled in responding to urgent or demanding situations .
- Accountability: Acts responsibly, keeps commitments, and complies with the intent of policies and procedures .
- Interpersonal Skills: Excellent negotiation and interaction skills with a focus on customer-facing excellence .

Equal Treatment Clause: We are committed to fostering equal opportunity and strictly reject all forms of discrimination . At DHL Group, employee selection is based exclusively on individual qualification, performance, skills, and professional experience .

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✨ We Care

✨ We Grow Together