Tracing Advisor

Employment type:Regular

Employment time:Full-time

Percentage of time the position involves travel:0%

Percentage of time the position allows for working off-site:0%

Job category:Customer Service Representative

Job industry:Other - Not Specified

Description

• Perform tracing activity,  respecting the terms and standards of the “Network Trace Procedure”;
• Conduct a proper inter departmental communication & relationship with  DHL network, during tracing investigations;
• Ensure that all customer queries and requests are handled promptly and professionally, proactively seeking for solutions to meet / exceed customer's needs and expectations and avoid any complaint;
• Investigate, determine causes, take appropriate action and inform customers about any undelivered, misrouted or delayed shipments within established internal procedures and time parameters;
• Accept e-mail, fax and telephone trace requests for non core services;• Ensure correct processing of I/B and O/B TD&DD Import Express Pick Up requests.

Skills & experience

• Customer Care orientation;
• Communication skills in both Romanian and English (written & spoken);
• Good DHL services knowledge;
• Teamwork spirit & initiative;
• Analytical thinking & adaptability;
• PC skills (Word & Excel);