تعلن شركة DHL Express في عمان - الاردن عن حاجتها الى موظف اردني لشغل الوظيفة التالية :
Service Desk Coordinator- Jordanian Only
Overall Role Purpose
Manage all import requests for corporate accounts and Receiver Paid customers, and track and trace to all import request registered by service desk or scheduled by customer via MYDHL+ tool in addition to follow up with network to resolve any service problem , to achieve the highest performance standard for remote booking service and enhance customer experience journey.
Accountabilities
Key activities
Overall goals / Typical measures
Customers
DHL Customers
Quality Calls: xx%
Request Trace Quality :xx%
Key capabilities
Problem Solving
The Service desk coordinator should be a self-motivated individual, capable of working within a high-demanding environment that required productivity and efficiency, in addition to handling customer complaints in a high professional manner.
Customer Orientation
Is focused on identifying and meeting customer needs. Acts to establish a long term business partnership with internal and external customers.
Planning and Organizing
The Service desk coordinator should be well organised in order to meet critical deadlines while responding to requests.
Decision Making
The Service desk coordinator would be required to act and take decisions in a timely manner on a daily basis in order to resolve and exceed customers expectations.
Results Orientation
Continually seeks to accomplish critical tasks with measurable results. Overcomes obstacles and makes adjustments to achieve results. Focuses self and others to achieve targets aligned with business goals.
Teamwork
Works cooperatively with others to achieve target and objectives. Accomplishes own tasks in support of team goals and actively offers to help colleagues. Supports group decisions.
Accountability
Acts responsibly. Can be counted on to keep commitments. Complies with DHL expectations, policies and procedures. Builds others' trust in own professionalism, integrity, expertise and ability to achieve results.
Communication Skills
Provides both verbal and written information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style to the needs of others. Listens attentively and asks questions when needed to clarify information.
Self Management
Remains calm, objective and controlled in responding to urgent or demanding situations. Maintains effective performance under pressure. Stays positive.
Attention to Detail
Essential
Educational Qualifications
Manage all import requests for corporate accounts and Receiver Paid customers, and track and trace to all import request registered by service desk or scheduled by customer via MYDHL+ tool in addition to follow up with network to resolve any service problem , to achieve the highest performance standard for remote booking service and enhance customer experience journey.
Accountabilities
Key activities
Overall goals / Typical measures
Customers
DHL Customers
- Handle all import requests in accordance with service standards and processes(Remote booking global procedure)
- Deliver best in class customer service by fulfilling each customer’s needs while adhering to DHL policies
- Respond to customer queries regarding information on prices, customs requirements shipping Queries etc, through MCT(Multichannel Tool), CS Hotline.
- Offer customer the suitable DHL shipping service based on customer needs.
- Assign booking through DHL tools for Receiver paid Customers.
- Identify potential for selling additional services and products (e.g. Insurance, time definite delivery, packaging, Extended liability, proactive trace , DTP etc) during the course of interacting with customers and proactively sells these to generate additional source of revenue.
- Provide best in class customer service bearing in mind CS KPH (knowledgeable, polite helpfulness).
- Handling customer complaints offering best in class customer service.
- Ensuring that all interactions with customers are in accordance Trace and call quality scripts.
- Respond to all Customer emails through Multi-channel tool within DHL working hours and Response Service agreement.
- Support CS Contact Canter in handling out flow calls.
- Adhering to CS Contact Center contingency plan whenever needed and upon manager / Supervisor Request.
- All key activities are monitored monthly through Quality Monitoring calls & RB Request, in addition to one to one coaching and side by side and linked performance to incentive scheme.
Quality Calls: xx%
Request Trace Quality :xx%
- All procedures need to be adhered to achieve both individual and department KPI’s, Revenue generation and Service Excellence.
- Achieve individual monthly IKO’s and upselling and receiver paid agreed target.
- Comply with DHL compliance and code of conduct business rules.
المهارات والخبرات المطلوبة
Skills / QualificationsKey capabilities
Problem Solving
The Service desk coordinator should be a self-motivated individual, capable of working within a high-demanding environment that required productivity and efficiency, in addition to handling customer complaints in a high professional manner.
Customer Orientation
Is focused on identifying and meeting customer needs. Acts to establish a long term business partnership with internal and external customers.
Planning and Organizing
The Service desk coordinator should be well organised in order to meet critical deadlines while responding to requests.
Decision Making
The Service desk coordinator would be required to act and take decisions in a timely manner on a daily basis in order to resolve and exceed customers expectations.
Results Orientation
Continually seeks to accomplish critical tasks with measurable results. Overcomes obstacles and makes adjustments to achieve results. Focuses self and others to achieve targets aligned with business goals.
Teamwork
Works cooperatively with others to achieve target and objectives. Accomplishes own tasks in support of team goals and actively offers to help colleagues. Supports group decisions.
Accountability
Acts responsibly. Can be counted on to keep commitments. Complies with DHL expectations, policies and procedures. Builds others' trust in own professionalism, integrity, expertise and ability to achieve results.
Communication Skills
Provides both verbal and written information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style to the needs of others. Listens attentively and asks questions when needed to clarify information.
Self Management
Remains calm, objective and controlled in responding to urgent or demanding situations. Maintains effective performance under pressure. Stays positive.
Attention to Detail
- Is thorough and complete in performing all aspects of the job. Stays focussed on the details of the job, no matter how small. Checks and monitors work to ensure accuracy.
Essential
- Excellent verbal communication skills and interpersonal style
- Good clear command of the English language
- Excellent organisational skills, including ability to prioritise workload
- Demonstrated ability to use initiative/judgement to solve job related issues
- Demonstrated attention to detail
- Good understanding of DHL Network
- Impeccable all round oral and written communication
- Strong problem solving capability
- Right first time philosophy
- A minimum of 1 year DHL experience in the customer service department with thorough knowledge of the network and track & trace procedures.
- High levels of managing tolerance
- Good Interpersonal skills and relationship building
- Good negotiation skills
- Typing speed of 25 words per minute preferable
Educational Qualifications
- Essential
- Desired