Customer Relations Specialist, Air Freight – DHL

Full Time @ Jobs in Qatar Sector: Customer Services
  • Doha, Qatar View on Map
  • Date Posted : September 27, 2022
  • Salary: Negotiable
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About the job

Currently, we are seeking for Customer Relations Specialist. In this role, the successful candidate will act as key contact for allocated customers, informing on shipment and exception status. Candidates will also coordinate with all stakeholders and content experts to achieve seamless implementation. Candidate also needs to ensure the cycle of job from rate quote to delivery and billing is within Customer expectation.

If you feel that you are the right person, keep reading & discover the positive impact you can make and build a fantastic DHL career!

Key Responsibilities:

Customer Support

  • Develops relationship with allocated customers
  • Participates in joint Sales visits when necessary
  • Supports Back office and Call forwarding functions by liaising with client as necessary in respect to accepting orders (from customer or overseas office)
  • Proactively informs customer on shipment status, exceptions, and provides intermediate updates on incident solution
  • Supports Customer Implementation by following up on spot quotations and contract closure as may be required
  • Performs up- and cross-selling (inbound calls) for existing customers and passes on leads to sales
  • Takes and handles customer inquiries e.g. Track and Trace
  • Reviews reports (generated by the Performance Reporting & Exception specialist) and sends them to the customer
  • Takes and registers all customer complaints
  • Ensures the cycle of job from Rate quote to delivery and billing is within Customer expectation
  • Drives solution of customer complaints by solving it directly or assigning tasks to other function
  • Takes and processes customer feedback and asks for CS related feedback (e.g. follow-up on complaint handling)
  • Collaborates closely with Operations and other departments for smooth handling of shipments and continuous updates
  • Handles, solves or assigns customer complaints with the aim of meeting guided resolution KPIs
  • Follows up with Sales and Pricing on customer request on spot quotations and performs up- and
  • cross-selling on inbound customer calls.
  • Escalates issues if required

Stakeholders and communication

  • Build and manage relationships with both internal and external service providers with the aim of ensuring efficiency in Customer expectation.
  • Monitor and evaluate performance based on agreed requirements and initiate/support improvement actions when process falls short of required performance.
  • Act as the first point of contact for the customer relating to site operation matters and build a good relationship to develop trust and ensure strong engagement.

Process Improvements

  • Support continuous improvement through complaint management via GCCS and Performance Dialogues.

Job Skills, Qualifications & Experience:

  • Good communicative, analytical and administrative skills
  • Good organizational skills to manage different Customer requirements and deadlines
  • Good knowledge of forwarding business (Logistics) , DHL Global Forwarding products (AFR/OFR) and business systems
  • Good knowledge of Customer Service processes and systems
  • Ability to identify and meet customer needs in a pleasant and friendly manner
  • Excellent communication and interpersonal skills
  • Good telephone and E-mail skills
  • Commercial attitude and Ability to prioritize tasks
  • Good knowledge in English (verbal/written)

We offer:

  • Opportunities in a global company where you can contribute your ideas and skills to move towards our shared goals.
  • Possible further career development
  • Competitive salary
  • Health Insurance Benefits

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