Customer Support

3 months ago

StainesuponThames, United Kingdom DHL Full time

**Customer Support - DHL Cross-Border Solutions UK**

**Office based, 37.5 hours per week (09.00 - 17.30 / Monday to Friday)**

**Specific Role Context**

We are looking for a dynamic, committed individual who works well within a team to help ensure our customers and partners are delighted through the exceptional service we strive to provide every day.

You would be joining a Customer Support team that fulfils a diverse and varied number of tasks to support DHL Cross-Border Solutions’ Customers.

This requires attention to detail, great interpersonal skills, a way with words alongside being a quick learner. If you are sharp and willing to learn you would have an opportunity to excel.

**We're looking for someone to**:

- Provide outstanding customer service, liaising directly with customers on various internal and external platforms.
- Generate weekly and monthly KPI Reporting
- Process claims
- Resolve customer issues quickly and fully whilst ensuring we adhere to our SLA’s
- Liaise with other departments in order to provide the best customer service possible
- Cross train within our team to gain an understanding of all tasks
- Perform routine tasks such as data gathering, entering and validation
- Working to tight SLA deadlines during busy periods
- Maintaining the attention to detail and level of accuracy required at all times
- Representing DHL Cross Border Solutions UK in all activities in a timely and professional manner
- Adhere to standard operating procedures and processes within the Support team

**The Type of Person we are looking for**
- Would have a passion for logistics, customer service and admin tasks. With your positive personality and enthusiasm you will be someone who always looks on the bright side and thrive working within a team, as well as independently.
- You will be capable of using your initiative and are flexible and creative in your approach to problem solving. Multitasking comes naturally and you are comfortable using multiple communication channels and prioritising your work. You are both conscientious and reliable whilst able to adapt positively to the changing needs of the business and our customers.

**Key Skills and Experience**
- Must have excellent Excel skills and be confident in working with data
- Be confident with using Outlook to a high degree and have a working knowledge of PowerPoint and Word.
- Excellent customer service skills with the ability to present and articulate verbally and written information to customers.
- Be able to work under pressure and prioritise own tasks, with supervision and guidance
- Be calm under pressure of deadlines to ensure accuracy is not lost in favour of speed
- Experience in working with Salesforce would be advantageous
- Confident in dealing with internal and external customers in a polite and professional manner, especially when there is a difficult situation to deal with.
- Be comfortable working as part of the team whilst capable of seeing a personal task through with mínimal supervision.
- Experience within the logistics industry is desirable but not essential.
- Previous customer service experience, either within a call center environment or a customer facing role, would be advantageous.
- Additional European language(s), especially German, is an advantage, but not a requirement

**Expected Educational Qualifications**:

- Vocational/Specialised/Technical/Certification

**Expected years of experience**
- At least 2 years administrative experience is required.
- Ideally at least 1 year of relevant industry experience

**What do we offer?**
- The opportunity to join one of the premier logistics companies in the world
- Competitive salary
- Company pension scheme with good contribution rates
- Employee assistance and wellbeing programmes
- Further training opportunities to develop and enhancement existing skills
- Modern Office in Staines with easy access to shops and amenities
- Team activities and occasional lunches etc.
- Retail, entertainment and gym membership discounts and more

This role offers the opportunity to join a small, but expanding, team of support professionals in one of DHL’s fastest growing business units. The role not only gives opportunity to showcase your current skills but also to develop with us and extend them within our business and beyond.

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