Executive – Customer Service – job post – DHL – Full Job Description

Company: DHL
Location: Hyderabad, Telangana
Job Type: Full-time
Salary: Negotiable

Purpose:

Key Responsibilities:

• Conduct tracking of shipments of customers‟ (other than national & regional key accounts) shipments as per the defined standard operating procedures (SOPs)
• Identify cases of late delivery, non delivery, return to origin and related exceptions and follow up actively for closure as per the defined procedures; prepare and send updates to the Team Lead
• Identify instances of held back shipments and conduct clearances within stipulated timelines; prepare updates on held backs and send to the Team Lead
• Obtain customer claim requests / escalations from contact center for delivery of shipments and conduct requisite action for closure as per the defined procedures
• Conduct direct handling of specific customer complaints and ensure frequent follow ups for resolution of the pending issues
• Track the delivery performance of shipments by monitoring and updating TATs for delivery; prepare reports on TATs achieved on a regular basis
• Responsible for handling customer claim requests as per company policy and procedures
• Responsible for handling calls professionally within the stipulated timelines

Key Result Areas and Key Performance Indicators:

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