Customer Care Executive jobs in Denmark

Provide quality and professional track and trace services to all parties, particularly customers and the DHL network, aimed at resolving service problems to achieve and exceed defined performance standards for traces and customer service.

Customer Care Supervisor

• Assist in day to day supervisory related activities and to support and provide guidance to their peers.
• Assist in ensuring Customer Care processes & procedures are carried out effectively.

DHL Customers

• Provide full tracing services for customers by investigating shipment incidents involving undelivered, returned, misrouted, delayed, lost damaged shipments etc.
• Handle all trace enquiries in accordance with service standards and processes.
• Deliver best in class customer service by fulfilling each customer’s unique needs while adhering to DHL policies
• Respond to customer queries regarding information on prices, customs requirements etc.
• Handle and ensuring all Web Enquiries are responded within 4 hours.

Stakeholder Internal

• Liaise with other departments and Operations to address issues on service recovery

• Confidently and knowledgably handle customer complaints whilst maintaining composure and take all possible actions to resolve issues (without over-committing) to the customers full satisfaction
• Handle any overflow of calls from the Frontline where necessary
• Adhere to existing customer service procedures as outlined in the department manuals while maintaining discretion to exercise flexibility when handling traces

Service Improvement Issue

• Highlight areas for improvement, with suggested solutions – to improve DHL’s procedures, technology and service to positively enhance customers’ experience with DHL.

• Min Diploma or equivalent.
• Min 3 years of Customer Service experience in a Contact Centre environment.
• Has an eye for detail and problem-solving skills to track customers' package.
• Excellent Customer facing and interaction skills.