Customer Service Executive

- Visit customers for relationship building and issue resolution
- Capitalise opportunities to educate customers on the benefits of DHL’s value added offerings.
- Handle complaints and claims and ensure prompt and effective resolutions to meet customers expectations
- Work closely across functions to handle and resolve issues promptly and effectively.
- Work closely with the sector head to monitor all the financial movements in the account and revenue in a regular basis
- Work across functions to maintain overall performance standards, and achievement of team objectives
- Upkeep and maintain feedback and customer information to system applications and organize an accurate database.
- Analyse cases to identify the root causes of service incidents/failures and suggest solutions to pre-empt recurrence within DHL network.
- Ensure that the highest level of customer Service is provided to all clients by monitoring and accurately responding to client queries in a professional manner within agreed timeframes
- Provide accurate and appropriate information to the Customer Service Supervisor within the appropriate timeframes by reporting on CSC activities and KPIs
- Lead and drive customer satisfaction by providing best in class standards with a view towards establishing and maintaining a competitive advantage.
- Provide suggestions or alternatives for improving customer service quality to meet and exceed customers’ expectations and collate findings from the Post Service Feedback Survey