What you\u2019ll own<\/p>\n
\tProvide first\u2011time ideal solutions to drive customer satisfaction.
\n\tRespond confidently and accurately to queries on customs requirements, transit times, and pricing.
\n\tEnhance the customer experience through professionalism, empathy, and efficient problem\u2011solving.
\n\tHandle customer emails and Live Chat within agreed SLAs.
\n\tImplement ISO standards and always comply with DHL policies and procedures.
\n\tEnsure adherence to Centre of Excellence guidelines and GRBP standards.
\n\tPrepare high\u2011quality written communication aligned with DHL branding guidelines.
\n\tEnsure all email communication is done through MCT; personal email accounts may not be used.
\n\tOrganize and prioritize remote booking requests, registering bookings for DHL services.
\n\tWork closely with Operations and cross\u2011functional teams for swift resolution of customer concerns.
\n\tEnsure correct use of DHL tools such as SPARK, Ccaass, MCT, CSV, GSD, and Global Imaging, including adherence to scheduling and AUX codes.
\n\tProvide customers with alternatives and identify potential sales leads or value\u2011added services.
\n\tPromote and sell DHL Value\u2011Added Products and Services; submit leads for new business opportunities.
\n\tApprove discounts within policy limits and in alignment with profitability guidelines.
\n\tEnsure compliance with Cash Payment and Quote Conversion processes.
\n\tAchieve all local and global Service Desk KPIs, consistently performing at or above target.
\n\tListen to the voice of the customer to identify improvement areas and collaborate internally on solutions.
\n\tRecommend enhancements to systems, procedures, and service models to elevate customer experience.
\n\tConduct monthly or quarterly customer reviews to track progress and implement improvements.
\n\tHandle escalated complaints using cost\u2011effective recovery options and root\u2011cause corrective action.
\n\tEscalate complaints with potential legal or financial impact to Customer Care.
\n\tCollaborate with Customer Service Management to ensure seamless service delivery.
\n\tAssist with any additional tasks required to ensure CS operations run efficiently and meet network standards.<\/p>\n
What we are looking for<\/p>\n
\tNSC Matric Certificate (required).
\n\tDiploma, Degree, or NQF\u2011equivalent qualification (advantageous).
\n\tMinimum 2 years\u2019 customer service experience in a service industry; courier industry experience preferred.
\n\tStrong operational knowledge and understanding of the DHL Network.
\n\tIntermediate computer literacy and familiarity with call centre tools (telephony, track & trace, booking systems).
\n\tExcellent Business English communication skills \u2014 both written and verbal.
\n\tStrong telephone etiquette, conflict resolution, negotiation, problem\u2011solving, and interpersonal skills.
\n\tExperience handling customer interactions across non\u2011voice channels (email, live chat, social media) is an added advantage.
\n\tAbility to perform effectively under pressure.<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( ) or<\/p>\n
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