Customer Service Executive
DHL Express
Total years of experience :6 years, 11 Months
⦁ Providing full tracing services for customers by investigating shipment incidents involving undelivered, returned, misrouted, delayed, lost damaged shipments etc.
⦁ Handling all trace enquiries in accordance with service standards and processes.
⦁ Responding to customer queries regarding information on prices, customs requirements etc.
⦁ Liaising with other departments to address issues on service recovery.
⦁ Making outbound Calls (survey) - to all India DHL customers for knowing their experience for the different services provided by DHL Express.
⦁ Categorizing and escalating customer feedbacks to respective stakeholders for improving customer experience.
⦁ Preparing and publishing reports with the management.
⦁ Live tracking of the shipment and traces opening for required paperwork with customs clearance.
⦁ Coordinating with airlines for booking space, tracking MAWB on the airline website.
⦁ Reviewing load trend to manage effective planning and accurate space booking, managing airlines booking on fortnightly basis (EK, BA, 6E, QR).
⦁ Managing portfolio of 7+ Global Multinational Customers (GMNC) for import clearance of courier and cargo shipment.
⦁ Scrupulously calculating customs duty, handling advance license documentation, and assisting with payment of import bills.
⦁ Tracking of shipment via liaising with CHA, freight forwarder or overseas vendors.
⦁ Generating daily import cargo status reports and following up on their progress.
⦁ Creating and conducting training tasks for individuals and groups entailing process regulations.