Net Promoter Agent
DHL EXPRESS
مجموع سنوات الخبرة :6 years, 10 أشهر
o Outbound Calls (Survey) - to all India DHL customers for knowing their experience for the different services provided by DHL Express.
o Achieving yearly KPI’s to the maximum expectations.
o Achieving Weekly targets successfully spread across different touch points.
o Escalating and categorizing the shared feedbacks correctly and forwarding to the concern team managers and supervisors for improving customer’s experience.
o Preparing and publishing weekly MIS reports to the stakeholders and managers.
o Live tracking of the shipment from Pick up till arrival of the shipment in DHL facility
o Opening traces with concern counterparts for requirement of paperwork for customs clearance
o Coordinating with DHL counterpart for updates and Managing escalations
o Responding to emails regarding the clearance of shipment
o Focusing on maintaining the KPI of my department
o Coordinating with Operation team and assisting them with the query raised by customs for requirement from the Exporter.
o Coordinating with the various department within DHL regarding the current status of the shipment.
o Managed portfolio of 30+ GMNC (Global Multinational Customer) desk for import clearance of courier and cargo shipment.
o Worked successfully with various departments, including Management, Supply Chain, Distribution, Engineering, Finance, IT, and Legal.
o Scrupulously calculated customs duty as well as handling advance license documentation Tracked status of a shipment via liaising with CHA and freight forwarder.
o Assisted with payment of Import bills.
o Maintained contact with overseas vendors in order to keep track of shipments.
o Generated daily import cargo status reports and followed their progress regularly.
o Coordinated with delivery agent/transporter for delivery of shipment & planning for delivery.
o Actively involved in creating and conducting training tasks for individuals and groups entailing process regulations.