Query Handling Backline Analyst 2

DHL Express, Inc. • Houston, TX • 1d ago

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

Distinguished as No. 1 World's Best Workplace by Great Place to Work and Fortune Magazine

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?Analyst .?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: ?

The selected candidate will be in charge of research, validates, and processes customer and sales requests for adjustments, corrections, and refunds

Investigate customer disputes (including foreign countries), identifies root cause (if any) and coordinate resolution with appropriate departments

Not all customer disputes are a valid dispute in some instances the person will be required to train the customer on the correct process

Skills & Qualifications:

2-4 years of experience in related areas of responsibilities

Intermediate knowledge of Microsoft Office Works and Excel, SAP & GWEB

Experience with DHL Express' Global SOP

Good written/verbal communication skills with external/internal customers, including peers and executive leaders

Ability to handle complex tasks in a production environment

Excellent customer service skills with the ability to empathize with and prioritize customer needs

Interpersonal skills. Demonstrable conflict resolution skills. Ability to determine customer needs and provide appropriate solutions

Employee Benefits & Incentives

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

DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. The EEO is the Law poster is available here: https://www.eeoc.gov/employers/eeo-law-poster

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.

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