Trainee – Contact Centre
Job Description
Customer Contact Centre Executive
| Key Role Details | ||||||||||||
| DPDHL Role Title | Customer Contact Centre Executive | Reports to (Job Title) | Customer Contact Centre Supervisor | |||||||||
| Corporate/ Business Division | DHL Express India | Reports to (Job Title) – if more than 1 reporting line | ||||||||||
| Business Area / Unit | Career Function | Customer Services | ||||||||||
| Department | Customer Service | Job Family | Call Center | |||||||||
| Location (City / Country) | BOM / MAA | Career Level | ||||||||||
| Role Purpose | Confidently and knowledgeably provide the full suite of DHL customer service offerings (e.g. booking, enquiries, shipment status, tracking etc) | |||||||||||
| to all parties contacting DHL via the customer service hotline and other contact modes. | ||||||||||||
| Scope of Role | ||||||||||||
| Budget responsibility [€/year] | Expected EBIT of own unit [€/year] | |||||||||||
| Revenue of own unit [€/year] | Size of assets under management [€] | |||||||||||
| Geographical Responsibility | Country | Team size | Individual contributor | |||||||||
| Key Accountabilities | ||||||||||||
| Area | Accountabilities | Measurement Criteria / KPIs | ||||||||||
| Main Accountabilities | • Accept and register bookings for DHL services | Please refer to the incentive document | ||||||||||
| • Offer alternatives to customers and seize upselling and cross-selling opportunity of valued added services (e.g. | for more clarification | |||||||||||
| Sales Leads, shipment insurance) during interaction with customer | ||||||||||||
| • 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 | ||||||||||||
| • Liaise with Operations and other departments for quick and efficient resolution of customer issues and queries | ||||||||||||
| • 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 global CS procedures while maintaining discretion to exercise flexibility to customers’ needs within | ||||||||||||
| reasonable limits in consultation with CS supervisors and managers | ||||||||||||
| • Assist the supervisors (if applicable) to carry out relevant CS orientation / training programs for new or existing | ||||||||||||
| CS staff | ||||||||||||
| People Management | Incumbent has no direct report and authority over country line and functional personnel. Nevertheless he/she | Informal influence to enable | ||||||||||
| must be able to demonstrate ability to influence decisions / actions | improvement and change within the | |||||||||||
| organisation | ||||||||||||
| Requirements for the Job | ||||||||||||
| Divisional Experience | ||||||||||||
| Functional Experience | • 2 years experience in a Customer Contact Centre or Telesales environment in a service industry (preferable) | |||||||||||
| • Experience working in teams | ||||||||||||
| Geographical Experience | ||||||||||||
| Education / Qualification / Certification Requirements | Graduation or Diploma (equivalent) | |||||||||||
| Language | Level | |||||||||||
| Language Requirements | • English | • Fluent (written and spoken) | ||||||||||
| • Local language (where applicable) | • Spoke (written and spoken where applicable) |
