Customer Care Advisor (A3)

What makes DHL great?Our People! We know each employee’s individual contributions make us the #1 Delivery and Logistics Company in the world.

Distinguished as No. 1 World’s Best Workplace™ by Great Place to Work and Fortune Magazine

DHL is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our culture is about personal commitment – to our business, to each other and to our global communities. DHL is dedicated to being a great place to work. In addition to competitive compensation packages, our employees enjoy a range of programs, services and benefits that bring the best to their personal lives.

Start YOUR career with DHL today…

This role will provide quality and professional track and trace services to all parties, particular customers and the DHL network, aimed at resolving service problems to achieve and exceed defined performance standards for traces and customer service.

Key Responsibilities:

• Assist Backline Supervisor to carry out relevant CS staff orientation programs and on-the-job training for CSA recruits
• Provide full tracing services for customers by investigating shipment incidents involving undelivered, returned, misrouted, delayed, lost, damaged shipments etc.
• Handle all trace enquiries in accordance with service standards and processes
• Deliver best in class customer service by fulfilling each customer’s unique needs while adhering to DHL policies
• Respond to customer queries regarding information on prices, customs requirements etc.
• Liaise with other departments and Operations to address issues on service recovery
• Confidently and knowledgably manages escalations and supports customer requests/traces while maintaining composure and take all possible actions to resolve issues (without over-committing) to the customers full satisfaction
• Support supervisor leading staff
• Supports advisors with questions to resolve traces
• Adhere to existing customer service procedures as outlined in the department or demanding situations
• Maintains effective performance under pressure
• Highly capable of working in a context of autonomy in a responsible manner
• Handle any overflow of calls from the Frontline where necessary

Skills & Qualifications:

• Minimum of 2 years experience in a Customer Contact Center and experience working in teams
• High School Diploma or GED required
• Bachelor's degree preferred
• Typing skills (at least 30 wpm preferable)
• Facilitation and training skills (excellent)
• Software skills (Word, Excel, PowerPoint, etc.) (excellent)
• Software skills (DHL Systems, CSV, GEMA, NTPS) (excellent)
• Communication skills, spoken and written (excellent)
• Conflict resolution skills (excellent)
• Negotiation and interpersonal skills
• Leadership skills
• Analytical, organizational and motivational skills
• People Management skills

Employee Benefits & Incentives

DHL benefits and incentive offerings are designed to reflect a substantial experience for both employees and their dependents during their career and life journey. The specifics will vary, but wherever you join and in whatever role, you'll find our benefits and rewards are among the best in the industry. They include:

• Competitive Pay
• Bonus/Incentive Programs
• Retirement Savings - 401K with company match
• myShares - Voluntary plan to buy discounted company shares
• Medical, Dental, Vision, well-being programs
• Tuition Reimbursement
• Generous Paid Time Off - Starting at 4 Weeks (PT/FT)
• Paid Leave
• Employee Discount Program
• Employee Assistance & Work Life Program
• Outstanding training opportunities

DHL is committed to working with and providing reasonable accommodations to persons with disabilities. The job application process includes this application and possibly one or more interviews. If you believe that you might need a reasonable accommodation for any part of the application process, please send an e-mail to ada@dhl.com , and include your contact information and the requested accommodation. Only messages related to requests for these types of reasonable accommodations will be returned.

We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic, The EEO is the Law and supplement are available here: Know Your Rights: Workplace Discrimination is Illegal (dol.gov)