To lead the Electronic Shipping Solutions Helpdesk team to achieve the Helpdesk GOS and ACR objectives.
To address customer feedback received through the NPA.
To monitor call quality.
To manage and set the rostering
To conduct periodic Coaching for the ESS Helpdesk team.
Scope of Role
To improve Customer Satisfaction by keeping GOS/ACR at a certain level and providing one-stop resolution within a call
To improve Service Quality and Optimize Flow by Coaching and Training in Service and eTools for Team Members, and ensure the efficient response will be delivered to call-in eCom customers
To handle customer s escalated service request and cases from Internal and External Customers and assist in issue resolution
To collect any new Electronic Shipping Solutions requirements for future development.
To assist CIS/eCom Manager to communicate the policy, process and standards and ensure adherence to eCom policies and procedures in the execution of all eCom-related work, particularly in timelines for resolution of customer issues with Electronic Shipping Solution applications
To work with the DHL Regional Office and other DHL overseas offices to collaborate on eCom projects
Participate in the development of current and new eCom products and systems, and work closely with relevant DHL staff from other departments, the Regional Office, and other DHL overseas offices.
The following target should be achieved:
GOS: 90% in 10 Secs
ACR (1% after 10 secs)
Quality % shipment
Quality Improvement Project (First Call Resolution)
People Management
To plan, organise and direct an efficient and effective team of eCom Helpdesk team.
To supervise and ensure staff discipline
To coach and appraise eCom Helpdesk Executives on their daily tasks, including working process, business knowledge, application usage and soft skills etc.
To conduct staff performance appraisal to identify the problem, and improve Executive s performance.
Requirements Expected Years of Experience (Minimum):
2-3 years experience in a Customer Technology and applications support related role with helpdesk experience.
Good working knowledge of web-based and eCom, CRM, logistics applications
4 years relevant working experience Language Requirements Proficient, both written and spoken Career Development
DHL Express transports urgent documents and goods reliably and on time from door-to-door in more than 220 countries and territories, and operates the most comprehensive global express network. With a fleet of more than 250 aircraft, DHL Express is also one of the largest air carriers worldwide and the largest express service provider in India.
Nanded, Parbhani, Ratnagiri
DHL Express