Trainee - Contact Centre - Mumbai, India - DHL

DHL

Verified Company

Mumbai, India

2 weeks ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

ROLE PROFILE

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Key Role Details

DPDHL Role Title

Customer Contact Centre Executive

Reports to (Job Title)

Customer Contact Centre

Supervisor
Corporate/ Business Division

DHL Express India
Reports to (Job Title)

- if more than 1 reporting line

Business Area / Unit

Career Function

Customer Service

s
Department

Customer Service

Job Family

Call Center
Location (City / Country)
BOM / MAA
Career Level

Role Purpose

Confidently and knowledgeably provide the full suite of DHL customer service offerings (e.g. booking, enquiries, shipment status, tracking etc) to all parties contacting DHL via the customer service hotline and other contact modes.
Scope of Role

Budget responsibility [€/year]
Expected EBIT of own unit [€/year]
Revenue of own unit [€/year]
Size of assets under management [€]
Geographical Responsibility

Country
Team size
Individual contributor
Key Accountabilities

Area

Accountabilities

Measurement Criteria / KPIs

Main Accountabilities

Accept and register bookings for DHL services
Please refer to the incentive document
Offer alternatives to customers and seize upselling and crossselling opportunity of valued added services (e.g.

- for more clarification

Sales Leads, shipment insurance) during interaction with customer
Respond to customers consistently and confidently by providing accurate information in all areas such as

- custom requirements, transit time and prices

Enhance service experience in DHL by exercising professionalism and empathy when dealing with each

- individual customer's varying needs and demands

Liaise with Operations and other departments for quick and efficient resolution of customer issues and queries
Highlight areas for improvement with suggested solutions to improve DHL's procedures, technology and service

- to positively enhance customer's experience with DHL

Adhere to global CS procedures while maintaining discretion to exercise flexibility to customers' needs within

- reasonable limits in consultation with CS supervisors and managers

Assist the supervisors (if applicable) to carry out relevant CS orientation / training programs for new or existing
CS staff
People Management
Incumbent has no direct report and authority over country line and functional personnel. Nevertheless he/she
Informal influence to enable must be able to demonstrate ability to influence decisions / actions improvement and change within the organisation
Requirements for the Job

Divisional Experience

Functional Experience

2 years experience in a Customer Contact Centre or Telesales environment in a service industry (preferable)
Experience working in teams

Geographical Experience

Education / Qualification / Certification

Requirements:

Graduation or Diploma (equivalent)

Language

Level

Language Requirements

English
Fluent (written and spoken)
Local language (where applicable)
Spoke (written and spoken where applicable)

Career Development

Possible next roles:

Role

Required Attributes for next role

Possible feeder roles:

Additional Information

Further required information

Administration Section
To be completed by HR
Prepared by

Valid from

1Mar2019
Version
Draft / work in progress

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Approved
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Valid until

HR Section
Not to be distributed
Internal Job Code

RCS Grade

7/8
Towers Watson Global Grade

Mercer IPE Position Class

Towers Watson Position Code

Mercer Unique Position Code (MUPC)

Towers Watson Benchmark Title

Mercer Benchmark Title

Signatures