• Respond to customers consistently and confidently by providing accurate information in areas such as shipment status and tracking, documentation requirements, transit time and prices (trough phone calls and emails as required)
• Enhance service experience in DHL by exercising professionalism and empathy when dealing with each individual customer's varying needs and demands
• Effectively communicates with DHL Network colleagues with focus on stressing a sense of urgency on behalf of the customer
• Meet all commitments to the customers in terms of follow-up/ongoing communication
• Follow up with DGF operations for booking/schedule/pre-alerts. Validate and share details with the customer
• Exception coordination/resolution with DGF operations & simultaneously send proactive updates to the customer
• Accept customer requests for quotations and send them to the Quotations team for processing. Passes on leads to Sales
• Record any customer complaints; solves customer complaints or assigns tasks to other functions

Who Can Apply:

• Whoever is not currently in implementations/migrations.
• Candidates who have conversational English. B2-C1

Key Capabilities / Competencies:

• Respect and result oriented
• Strong professional communication & interpersonal skills - specially email and phone etiquettes to manage queries, instructions and coordinating between different teams
• Extremely customer centric and Solution driven
• Excellent multitasking skills within their workspace as well as computer software programs.
• Extensive knowledge of shipment lifecycle and end to end workflow
• Well versed with Freight forwarding terms specially incoterms and ways to connect locally to offer best solution to end customer.
• Expertise in CW1 and OFR/AFR service (GSC and Country processes) desirable
• Ability to work under pressure
• Ability to prioritize among competing tasks
• Leadership Attributes of DPDHL