Customer Care

2 weeks ago

Johannesburg, South Africa DHL Full time

**IT’S NOT JUST AN OPPORTUNITY TO GET ON THE CAREER LADDER.**

**IT’S AN OPPORTUNITY TO HELP THE WORLD GET ON TOGETHER**
- Why do people call us the world’s most international company? Is it because we operate in more countries than any other logistics provider? Is it because we invented cross border shipping over 45 years ago? Or is it, perhaps, because what we do connects people across the world. And the more we can connect people, the better life on earth becomes._
- We love our role in the world. And we’re looking for the right people to help us maintain - and grow it. People like you_

**Role Purpose**

**T**o provide leadership and direction to a large team of Backline Customer Service functions, including Customer Care/Executive Office, Tracing (Locals and Networks) and Key Accounts desk.**

**Analyse root causes in order to define focus areas for improvement and innovation across all Functions within the organization. Ensure that all staff deliver best in class customer service to secure customer satisfaction, brand loyalty and repeat business. Strive to achieve all KPI’s relating to the position, including Trace, Claims and Complaint Closures, Network Responses and Customer Call-backs.**

**Key Responsibilities**:

- T**o integrate quality into the business by ensuring that every customer contact is a demonstration of absolute dedication towards providing first time ideal solutions for the satisfaction of customer needs. To implement ISO standards and DHL’s policies and procedures at all times. To ensure awareness of and adherence to all required policies and procedures with the team.**:

- **To ensure their scope of work aligns to Center Of Excellence Guidelines, ensuring a fully compliant Center of Excellence at all times.**:

- **Manage the process of recruiting, training and scheduling of staff to ensure that there is always sufficient staff to meet customer demand as per OET standards.**:

- **Ensure that sufficient backup staff are trained to cover for unscheduled leave, and churn at all times**:

- **Identify trends with regard to trace arrival patterns; staff absenteeism and other factors affecting the availability of staff to meet customer demand, and take actions to address the shortfall both locally and across the network.**:

- **Plan and manage leave to ensure that staffing needs are met based on varying seasonal customer demand whilst analyzing non paid leave and managing accordingly.**:

- **Manage productivity to maintain efficiency within the department**:

- **Make use of times when the department has sufficient resource to conduct cross-training to ensure that the more specialized functions are covered during absence of regular staff**:

- **Keep overtime to a minimum - explore alternative options and monitor all overtime claimed to ensure that it is paid correctly**:

- **Make sure that overtime worked by an individual does not exceed the legal limit at any time**:

- **Implement and keep updated time and motion studies to determine the number of staff required to perform each function, based on forecasts.**:

- **Ensure all elements of a “Center of Excellence” Call Centre is in place for Backline.**:

- **Quarterly Audits on Backline COE elements to be conducted to ensure full compliance**:

- **Conduct recruitment in line with company policies and procedures**:

- **Ensure that all employees recruited are of the highest calibre, regardless of whether they are an internal or external appointment**:

- **Ensure that recruitment does not exceed the approved headcount at any time**:

- **Ensure that all staff recruited to the function receives appropriate formal training to enable them to fulfil their function correctly**:

- **Deal with all escalated customer complaints effectively and efficiently to improve customer satisfaction and repeat business & Take corrective action at a root cause level for each complaint**:

- **Use alternative service recovery options to reduce the cost of service recovery where possible**:

- **Take corrective action at a root cause level for each complaint received to try and prevent a repeat event**:

- **Undertake monthly root cause analysis and action plans to ensure that reasons for complaints are reduced on an on-going basis**:

- **Write apology letters as required by the customer adhering to DHL’s brand standards**:

- **Review and approve/decline GWEB request sent from Finance**:

- **Work with supervisors to ensure that employees receive on-going training and coaching to improve the service they give to customers and to improve morale and motivation within the department**:

- **Ensure supervisors spend the Regionally prescribed time coaching direct reports**:

- **All employees should receive monthly feedback on their performance, and performance appraisals need to be conducted at least once a year**:

- **Identify group training requirements and communicate these to the Quality Assurance team for action**:

- **Coach and

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