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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 :-
(22003DP)
India-Tamil Nadu-Chennai | Full-time | Permanent | Shift
ROLE PROFILE
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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
organisation
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
Version
Draft / work in progress
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Approved
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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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