Query Handling Backline Agent

What makes DHL great? Our People! We know each employee’s individual contributions make us the #1 Delivery and Logistics Company in the world.

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DHL is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our culture is about personal commitment – to our business, to each other and to our global communities. DHL is dedicated to being a great place to work. In addition to competitive compensation packages, our employees enjoy a range of programs, services and benefits that bring the best to their personal lives.

Start YOUR career with DHL today…

DHL Express currently has a career opportunity for a qualified Query Handling Backline Agent. This important role will be responsible for handling incoming customer calls with the intent of providing customer satisfaction and retention, review customer inquiries, problems, requests and suggestions to determine appropriate solutions and/or responses. The selected candidate will be in charge of providing a variety of customer service support duties to customers; ensuring timely and accurate information is provided to customers in a professional manner responding to inquiries through phone, mail, email, fax, website, and/or face-to-face contact with customers.

In addition, the individual will also be responsible for promoting and selling the company's products and services and providing operational management and support at call center locations to ensure efficient and timely resolutions of customer service issues.

Key Responsibilities

• Research, validate, and process customer and sales requests for adjustments, corrections, and refunds
• Investigate customer disputes, identifies root cause (if any) and coordinate resolution Evaluate customer dispute submissions and proactively coach customers on appropriate processes, ensuring accurate dispute management and improved process adherence.

• Associate degree plus 2+ years of experience in a related area of responsibility or an equivalent combination of education, training and experience.
• Intermediate knowledge of Microsoft Office suite of products
• Performs the entire standard and some specialized, more complex aspects of the function including knowledge of SAP Technical certification
• Excellent customer service skills
• Ability to empathize with and prioritize customer needs
• Demonstrable interpersonal skills
• Demonstrable conflict resolution skills
• Ability to determine customer needs and provide appropriate solutions

DHL Express benefits and incentive offerings are designed to reflect a substantial experience for both employees and their dependents during their career and life journey. The specifics will vary, but wherever you join and in whatever role, you'll find our benefits and rewards are among the best in the industry. They include:

• Competitive Pay
• Bonus/Incentive Programs
• Retirement Savings – 401K with company match
• Medical, Dental, Vision, well-being programs
• Tuition Reimbursement
• Generous Paid Time Off – Starting at 4 Weeks (PT/FT)
• Paid Leave
• Employee Discount Program
• Employee Assistance & Work Life Program
• Outstanding training opportunities

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.