On Site Customer Support Agent – Jordanian

Job Description

JOB PURPOSE

The job holder is responsible to ensure that DHL achieves and maintains market-leading standards in the provision of support to nominated customers. The job holder must action all customer requests to a customer high standard, and at a minimum, complies with DHL’s customer service standards.

The nominated customer is to be kept fully aware of actual and potential service issues and the job holder is expected to constantly strive to proactively manage these issues.

2. PRINCIPAL ACCOUNTABILITIES

·Track and trace shipments in adherence to DHL’s network trace standards and ensure that the customer is fully updated on any query or issue within the agreed time of one hour. If an alternate call back time has been agreed with the customer on a specific issue/query, the jobholder must enter this into CSV / GEMA and adhere to thisdeadline.

·Keep the CS Manager , Backline Supervisor , Territory Manager, Commercial Manager constantly updated on any service issues and remedial action being taken, for instances where the job holder feels that certain issues cannot be handled or response received is unsatisfactory, the job holder must immediately inform the Manager so that corrective steps can be taken to avoid a servicefailure.

·Ensure all Service Incident Reports are completed fully and forwarded to the Territory Manager , Customer Services Manager & Backline Supervisor within 24 hours of an inquiry being closed so that appropriate feedback can be given to the customer and steps taken to prevent similar incidents in thefuture.

·Evaluate and investigate recurring operational problems that are highlighted through traces and then direct the information accordingly so that corrective actions can be takenpromptly

·Accurately process inbound/outbound shipments to ensure on time delivery and collection of Customer material to minimize the possibility of misspick-ups.

·Alert origin and destination countries for all urgent consignments and monitor progress and where appropriate, provide all assistance to ensure shipments are delivered within agreed timeframes.

·Answer all issues and queries of the customer both through email and over the phone in a professional manner to ensure highest standards of DHL’s customerservice.

·Monitor and report on transit time performance for inbound and outbound shipments against pre-determined performance targets so that trends can be evaluated, and corrective actiontaken.

·Complete a weekly summary of customer service activity for within the agreed deadline. Attend monthly review meetings with the Customer management in conjunction with the DHL Territory Manager and Customer Service Management to discuss any service issues, performance standards and action items for the comingmonth.

·Maintain a clean, organized, and safe work environment in adhering to ISO standards and the customer’s workplacepractices.

·Build and develop a harmonious and strong working relationship with all colleagues in Customer – key contacts and associated sales staff to promote a continued and beneficial businessrelationship.

·Handle all shipments in a safe and organized manner to avoid any mishaps and conform to procedures for handling dangerousgoods.

·Keep up to date on all products and services both customer and DHL so as to understand the customer’s needs and provide them the best product and servicesolutions.

·Work on any client improvement projects or reports as required by the Territory Manager, Sales Manager and theCS Manager.

·Assist with any other business-related requests or tasks as required & allocated by the Company Management.

a)Reporting Relationships:

The job holder reports directly to the CS Manager in Amman CHO

b)Contacts:

External

§Nominated list of-

§Vendors and Suppliersglobally

§DHLNetwork

Internal

§Customer ServicesManager.

§Sales Manager.

§Ground OperationsManager.

§AccountManager.

§Backline Supervisor .

§Ops &CS.

§ESS Team .

c)Problem Solving:

There are several areas of the jobholder’s functions where efficient problem solving will be key. Traces must be logged and followed up regularly to deliver optimum levels of service at all times. Due to the critical nature of the aviation industry the role must pro-actively communicate all findings with regards to shipment status. For escalations the jobholder must follow the network standards and consult with the Customer Services and / or the Contract Manager ifunsure.

d)Decision Making:

The job holder will be responsible for arranging special pick-ups and deliveries where required, communicate efficiently all delays and other service issues to the Territory Manager Customer Services Director, Area Sales Manager and the relevant Customer staff and arrange for gifts (through “Fix a Flat” scheme) wherenecessary.

e)Planning andOrganization:

Due to the high volumes of both inbound and outbound shipments the job holder must be highly organized in keeping records of traces / special requests, daily follow – ups and effectively report on pre-determined KPIs periodically (frequency to be decided)

f)JobChallenge:

Due to the critical nature of this sizeable account the jobholder must always be pro-active and energetic when dealing with this account. Efficiency inwork

practices and effective communication will be the key to the success this very challenging role.

1.MCT Emails Response on Time .

2.Network Activity response on Time .

3.Call Back on Time.

4.Trace Quality .

5.Revenue Growth Target.

6.Heavy Weight .

7.