Trainee - Contact Centre

2 weeks ago

Mumbai, India DHL Full time

**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- Graduation or Diploma (equivalent)

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