Backline Agent
DHL Express
Total years of experience :13 years, 1 Months
- Communicate with DHL global network to resolve any issues or problems preventing delivery of shipments.
- Coordinate with sales and operations teams to ensure the service provided to the clients is of high quality and complies with international ISO standards and meets customers’ expectations.
- Provide a high level of customer service and professionalism taking into account the consideration the nature of DHL clients (i.e. clients have an express requirement and are looking for instant and immediate action).
- Follow customer service procedures as outlined in DHL manuals to comply with the ISO procedures and safe working practices.
- Track and Trace customer’s shipments in order to ensure that status of shipments are advised to the customers.
- Report, evaluate and investigate recurring operational problems that are highlighted through traces and then direct the information accordingly for corrective actions to be taken.
- Ensure all traces are actioned in accordance with DHL Network Standards and compliant with service levels given to customers.
- Maintain a thorough knowledge of all departments, DHL network, products and services so that customers are provided accurate information on pricing, transit times, clearance delays, custom paperwork requirements, packing, accounting and sales queries with confidence at all times.
- Highlight opportunities and suggest solutions to improve DHL’s procedures, technology and service to ensure high level of service to all customers.
- Work effectively both individually and as part of a team to achieve both individual and department goals and objectives and strive consistently to promote a positive team spirit.
- Sales for core and value-added services offered by DHL - Call center, customer service, track shipments, arrange bookings, individual and corporate, shipping service inquiry
Passed Comprehensive exam for society colleges, from Al-Balqa' Applied University
