Trainee – Contact Centre

June 23, 2022

Job Description

ROLE PROFILE

Customer Contact Centre Executive

DHL Express Careers
DHL Express Aviation Careers
Key Role Details
DPDHL Role TitleCustomer Contact Centre ExecutiveReports to (Job Title)Customer Contact Centre Supervisor
Corporate/ Business DivisionDHL Express IndiaReports to (Job Title)
– if more than 1 reporting line
Business Area / UnitCareer FunctionCustomer Services
DepartmentCustomer ServiceJob FamilyCall Center
Location (City / Country)BOM / MAACareer Level
Role PurposeConfidently 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 ResponsibilityCountryTeam sizeIndividual contributor
Key Accountabilities
AreaAccountabilitiesMeasurement Criteria / KPIs
Main Accountabilities• Accept and register bookings for DHL servicesPlease 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 ManagementIncumbent has no direct report and authority over country line and functional personnel. Nevertheless he/sheInformal influence to enable
must be able to demonstrate ability to influence decisions / actionsimprovement 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)
LanguageLevel
Language Requirements• English• Fluent (written and spoken)
• Local language (where applicable)• Spoke (written and spoken where applicable)