Role Purpose
The
Backline Tracing Advisor acts as a key representative of DHL, responsible for managing shipment inquiries and complex trace requests. The advisor ensures customer satisfaction through prompt investigation, resolution, and follow-up on all requests and complaints, maintaining high service levels and supporting the delivery of performance KPIs
Key Responsibilities
Customer Focus
- Serve as a DHL ambassador by providing professional, friendly, and timely service to customers.
- Follow up on customer inquiries and refer them to relevant departments when necessary.
- Proactively communicate with customers to ensure timely delivery and satisfaction.
- Handle each case with a sense of urgency, considering the express nature of DHL’s services.
Internal Collaboration
- Follow customer service procedures in line with active SOP’s, and internal Guidelines.
- Maintain up-to-date knowledge of the DHL network, services, and operational procedures.
- Partner with Service Desk teams to support incoming and outgoing requests when it is needed as part of contingency.
- Supports the front-line team by handling the flow out calls specially during contingency plan and severe absenteeism.
- Support the FL team by answering the flow out calls specially during contingency periods and severe absenteeism.
Process Management
- Initiate and manage shipment investigations in alignment with Network Trace Procedures (NTP) & CS process Map.
- Identify and report recurring operational issues and coordinate with relevant departments for resolution
- Take corrective actions by analysing the root causes of the Repetitive service issues to enhance the service.
- Strive for continuous improvement by suggesting process or service enhancements.
- Utilize & Identify opportunities for improvement by using RPA (Robotic Process Automation) solutions.
- Use C360 & Sherlock to generate customized reports for Account customers when needed.
CS Excellence Scorecard / Key Performance Indicators (KPIs)/Business Insights
- Contribute effectively to achieve monthly Backline Team KPIs (Available in CS KPIs & Attribute Business document) and achieve individual Key objectives within the role. (shared individually).
- Following CS process Map in handled requests.
Key Skills & Competencies
- Problem Solving: Proactive in identifying and resolving issues under pressure.
- Customer Orientation: Committed to meeting customer needs and building lasting relationships.
- Planning and Organizing: Capable of managing multiple tasks and meeting critical deadlines.
- Decision Making: Takes timely and effective decisions to exceed customer expectations.
- Results Orientation: Focused on achieving measurable results aligned with business goals.
- Teamwork: Works collaboratively to achieve team objectives.
- Accountability: Acts responsibly, maintains professionalism, and meets commitments.
- Self-Management: Stays calm, controlled, and positive under pressure.
- Communication: Excellent written and verbal communication skills.
- Demonstrating Active Leadership attributes.
- Demonstrating & maintaining positive behaviour towards colleagues and customers.
- Attention to Detail: Delivers thorough and accurate work consistently.
- Analytic skills for business analysis skills to analyze root causes of problems and set preventive actions.
Qualifications & Experience
- Minimum 2 years of experience in customer service (preferably within DHL).
- Diploma or equivalent educational qualification. Preferred University degree.
- Strong verbal and written English communication skills.
- Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook).
- Strong negotiation, conflict resolution, and interpersonal skills.
- Experience in the logistics or service industry is an addition.
- Previous call center experience is preferable.
