Jobs in Chennai

[New Job Vacancy] Trainee – Contact Centre job in DHL Express, (Chennai, Tamil Nadu) – Jobs in Chennai, Tamil Nadu

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Job Opening details:-
Company Name :-
DHL Express
Position Name :-
Trainee – Contact Centre
Company Location :-
Chennai, Tamil Nadu
Job Category :-
Jobs in Chennai

Full Job Description :-

India-Tamil Nadu-Chennai | Full-time | Permanent | Shift


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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 Services

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 cross-selling 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


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 and Hindi
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 1-Mar-2019

Draft / work in progress
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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

Graduate or equivalent

Posting Legal Entity DHL Express (India) Pvt. Ltd.

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