Customer Support - Staines

Job description

Ref: req43803

Specific Role Context

We are looking for a dynamic, committed individual who works well within a team to help ensure our customers and partners are delighted through the exceptional service we strive to provide every day. You would be joining a Customer Support team that fulfils a diverse and varied number of tasks in order to support DHL Parcel Customers. Someone who has great interpersonal skills, a way with words, attention to detail and is sharp and willing to learn would have an opportunity to really excel here.

We're looking for someone to:

· Handle general Customer queries (via phone and email)

· Track parcel queries

· Generate weekly and monthly KPI Reporting

· Process Claims

· Setting up and dealing with Customer shipment and transport requirements

· Resolve customer issues quickly and easily

· Liaise with other departments in order to provide the best customer service

· General administrative tasks

Specific Role Challenges

· Working to tight SLA deadlines during busy periods

· Managing own workload

· Maintaining the attention to detail and level of accuracy required at all times

· Representing DHL Parcel UK in all activities in a timely and professional manner

The type of person we are looking for:

Would have a passion for logistics, customer service and admin tasks. With your positive personality and
enthusiasm, you always look on the bright side and love working within a team as well as independently. You thrive on using your initiative and are flexible and creative in your approach to problem solving. Multitasking comes naturally and you are comfortable working with different people across multiple communication channels and prioritising your work. You are both conscientious and reliable and able to adapt positively to the changing needs of the business and our customers.

Key Skills and Experience

· Must have excellent Excel skills and be confident in using spreadsheets

· Excellent customer service skills with the ability to present and articulate verbally and written information to customers.

· Be able to work under pressure and priorities own tasks

· Be calm under pressure of deadlines to ensure accuracy is not lost in favour of speed

· Possess excellent Outlook and Excel skills alongside a working knowledge of PowerPoint and Word.

· Confident in dealing with internal and external customers in a polite and professional manner, especially when there is a difficult situation to deal with.

· Be comfortable working as part of the Support team whilst capable of seeing a personal task through with minimal supervision

· Experience within the logistics industry is desirable

· Previous customer service experience, either within a call center environment or a customer facing role, would be advantageous

· Possibility of occasional travel to customer meetings or on a rare occasion to Germany (very limited for both)

· Excellent spoken and written English and German is essential

Expected Educational Qualifications:

· At least O level/GCSE Grade C in Math's and English

· Any admin qualification would be advantageous

Expected years of experience

· Min >1 years administrative experience required

· Ideally >1 year relevant industry experience

What do we offer?

The role offers the opportunity to join a small, but expanding, team of support professionals in one of DHL's fastest growing business units.
The role not only gives opportunity to showcase your current skills but also to develop with us and extend them within business.

In return we are offering a competitive salary, company pension, employee assistance programs, retail discounts and more. The role is also based in a desirable Stains location in modern offices. In addition
there will be opportunities for further training and future enhancement of your skills.