Key activities

Customer
Internal

External

Tracing Supervisor


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..

All KPI’s are monitored monthly through Request Quality, side by side coaching and the incentive scheme.

All procedures need to be adhered to so as to achieve both individual and department measurements in CS KPI’S which include:
Trace Closure Rate, On time Email response, On time Call-back, Network response, Business Process Quality, Customer Experience Quality, Complaint & Claim handling.

Stakeholder
Internal

Subfunction Departments
§ Liaise with other departments and Operations to address issues on service recovery.

Behaviour must at all times be in accordance with DHL’s code of conduct, values and policies.

Process

Trace Process
§ 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.

Feed back related information to Internal & external customers: Sales, Operations and relevant DHL network stations.

Show empathy, patience and support to new team members

Follow the Network Trace Procedure guidelines

People - Management

Incumbent has no direct reports and authority over country line and functional personnel. Nevertheless he/she must be able to demonstrate ability to influence decisions/actions.

Informal influence to enable improvement and change within the organisation.

Key capabilities

§ Telephone skills (excellent)
§ Conflict resolution skills (excellent)
§ Technical Skills (Telephone systems, Order/Shipment Track & Trace Systems and Order Booking systems preferable)
§ Strong personality and diplomatic skills
§ Self motivated and organised
§ Remain calm even under pressure / stress
§ Negotiation and interpersonal skills (excellent)
§ Languages: Arabic and French, fluent in English

Competencies

Competency segment ‘Business’
Analysis: Breaks down a problem, situation or process into its component parts, separates the main issues from side-issues, understands the nature of parts and their relationship to one another. Seeks out and critically evaluates both numerical and narrative information. Draws accurate conclusions.
Planning & Organizing: Sets clear and realistic goals and objectives. Establishes a course of action and a sequence of steps to ensure that activities and objectives are efficiently achieved. Is structured with good personal organization. Schedules time effectively and uses efficient work methods and tools.
Decision Making: Makes timely and appropriate choices based on accurate analysis and experience. Uses sound judgment even in conditions of uncertainty. Anticipates impact of decisions and plans how to manage risk.
Results Orientation: Continually seeks to accomplish critical tasks with measurable results. Overcomes obstacles and makes adjustments to achieve results. Focuses self and others to achieve targets aligned with business goals.

Competency segment ‘Leadership’
Teamwork: Works cooperatively with others to achieve target and objectives. Accomplishes own tasks in support of team goals and actively offers to help colleagues. Supports group decisions.

Competency segment ‘Personal’
Accountability: Acts responsibly. Can be counted on to keep commitments. Complies with the intent of policies, procedures and agreements. Builds others' trust in own professionalism, integrity, expertise and ability to get results.
Communication: Provides both verbal and written information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style, tools and mode to the needs of others. Listens attentively, and summarizes or asks questions, when needed, to clarify information.
Self Management: Remains calm, objective and controlled in responding to urgent or demanding situations. Maintains effective performance under pressure. Stays positive.

Expected years of experience
(Minimum)

§ 2 years experience in a Customer Contact Centre or Telesales environment in a service industry (preferable)
§ Experience working in teams.

Expected Educational Qualifications

§ Bachelor’s degree or Diploma (preferable) or equivalent