About this role
YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS. Would you like to become part of the world's most international company in the world? A company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet. Join our team and discover how an international network that's focused on service, quality and sustainability, is able to connect people and improve lives through the power of global trade. And not just for our customers, but for every member of our team too. To learn more about our culture, motivated people and our purpose, please visit www.dpdhl.jobs/express" ABOUT THE ROLE : Provide professional tracing and customer care services by managing shipment-related enquiries and service incidents, ensuring timely resolution and outstanding customer experience. The role focuses on service recovery, customer retention and achieving key customer service performance standards. YOUR TASKS :
• Manage and resolve shipment tracing requests related to delayed, undelivered, misrouted, returned, lost or damaged shipments. • Investigate customer enquiries and coordinate with relevant departments and DHL network stations to achieve timely resolution. • Deliver a high level of customer service by understanding customer needs and providing effective solutions. • Respond to customer enquiries regarding shipment status, services, pricing and customs requirements. • Handle customer complaints professionally and take appropriate actions to ensure customer satisfaction. • Escalate and coordinate service recovery actions with Operations, Sales and other support functions when required. • Support frontline activities by handling overflow calls when necessary. • Ensure compliance with customer service procedures, network tracing standards and DHL policies. • Maintain accurate records of customer interactions and case resolutions. • Identify opportunities to improve customer experience, processes and service quality, and recommend solutions. • Share relevant information with internal and external stakeholders to facilitate issue resolution and continuous improvement. • Support team collaboration and contribute positively to a customer-focused environment. YOUR PROFILE : *Bachelor's degree, Diploma or equivalent qualification Minimum 2 years of experience in a Customer Contact Center, Customer Service, Customer Care or Telesales environment, preferably within a service industry. Excellent telephone and customer communication skills. Strong conflict resolution, negotiation and interpersonal skills. Ability to remain calm and professional under pressure while handling customer concerns. Good organizational skills and ability to manage multiple priorities. Fluent in French and Arabic, both spoken and written. Knowledge of customer service systems, shipment tracking tools and operational processes is an advantage. Competencies: Analysis: Ability to investigate issues, evaluate information and identify effective solutions. Planning & Organizing: Manages workload efficiently and ensures customer enquiries are addressed within agreed timelines. Decision Making: Makes sound decisions while balancing customer expectations and business requirements. Results Orientation: Focuses on achieving customer service KPIs and delivering high-quality outcomes. Teamwork: Collaborates effectively with colleagues and cross-functional teams to resolve customer issues. Accountability: Takes ownership of customer cases and follows through on commitments. Communication: Provides clear, professional and timely communication to customers and stakeholders. Self-Management: Maintains composure, positivity and effectiveness in demanding situations.