Complaint & Claim Specialist – Jordanian Only

Job Description

The Jobholder’s role is to Handle complaints and claims and ensure prompt and effective resolutions to meet customer’s expectations.Capitalize opportunities to educate the customers on the benefits of DHL value added offering e.g. shipment insurance and important of blanket insurance coverage to customers for peace of mind at reasonable rates.

Apart from this role, the jobholder is also required to play a part in processing & closing of complaints & claims. The job holder is also further required to capture, analyse and report on statistical data in order to prepare daily, weekly & monthly or any other ad hoc reports required by the customer Service team, support tracing team during work load.

Accountabilities

Key activities

Overall goals /

Typical measures

Customer

·Provide a high level of customer service and professionalism taking into account the consideration that all DHL customers have an express requirement and are looking for instant and immediate action

·Work towards the successful achievement of the prevailing GMB and Regional KPI’s which are attached.

·

Standard Targets as per GMB KPI’s. (Key Performance Indicator)

§complaints closed in 5 working days

§Claims closed in 10 working days

(As Per attached KPI’s Document) )

Internal

·Liaise with Sales staff and ensure that services are being provided in-line with customer and complaints &Claim handling requirements.

·Report, evaluate and investigate recurring problems that are highlighted through reports and then direct the information accordingly to the backline customer relation’s manager for corrective actions to be taken

Process

·Follow all customer service procedures as outlined in the Quality manual to comply with the Global Customer Service Processes and safe working practices.

·Verbally acknowledge all complaints and claims received from external and internal customers.

·Written acknowledgement to be provided for all complaints & claims.

·Be the initial point of contact for all internal queries related to complaints and claim status

·Claim settlement letters to be sent to customers for all settled claims.

·Where required register incidents on SID (Shipment Information Database) and follow up with Security personnel.

·Reregister traces & follow up which have been escalated to the complaints department.

·All STTT /web queries to be followed up on a day-to-day basis and logged on Web Registration sheet, or GEMA.

·To ensure that all pending complaints have a final resolution before closure.Liaise and follow up with the relevant departments in order to ensure this is done.

·Forward and record all complaint and claims received through the various communication channels from customers, prepare and distribute to all relevant department managers a summary of the previous day’scustomer complaints specifying complaint and action to prevent recurrence.

·Ensure timely processing and submissions of all claims to the relevant departments for timely pay-outs to ensure customer satisfaction.

·Liaison with relevant departments in order to manage and process complaint and claims

·Liaison with external customers and customer relation’s personnel in arranging meetings and visits.

·Generate and ensure that all daily, weekly and monthly performance reports are filed on soft and hard copy for analysing trends.

·Correspond and liaise with customers directly on the status of claims in a timely manner in order to manage customer expectations.

·Prepare documentation for insured and non-insured claims processing.

·Ensure that all claim payouts are received by customers and the files are updated

·Ensure that hard Claims copies are filed and forwarded for storage, and all scanned and logged on GEMA.