Job Description

(2200AN0)
India-Maharashtra-Mumbai | Full-time | Permanent | Shift






ROLE PROFILE





Solid line False False Center 1
Dotted Line False False Center
Solid line False False Center
Dotted Line False False Center

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 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 False False Center
Approved False False Center 1





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









Signatures




Prepared By:
Verified By:
Approved by:







Customer Contact Centre Executive
Director - Customer Contact Centre
VP - Customer Service







Signature:
Signature:
Signature:









Date:
Date:
Date:




Template Version: Mar 2018

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