Saudi Arabia-Eastern Province-Dharan | Full-time | Permanent | Flexible Working Times
Job Title:Tracing Advisor
Job Grade: N
Job Holder: Various
Location: Dhahran
Department: Customer Service
Reports To: Service Desk Supervisor
Advisor Signature: (I have read and agree with the information provided in this Form)
Manager Name: Signature:
KEY PURPOSE:
To serve SNAS/DHL Express customers making enquiries related to delayed, missing, undelivered, misrouted, returned and damaged shipments by tracking and tracing these shipments. Communicate with all relevant departments, globally, to ensure that company standards are maintained.
REPORTING RESPONSIBILITIES:
Nil
KEY WORKING RELATIONSHIPS
CONTACT
FREQUENCY
REASON
a. Internal
Customer Services Director
Ad hoc
3rd Trace Request
Operations Supervisor/Dispatcher
Daily
Special Pick-up Deliveries
Sales
Weekly
Sales leads – customer query. Re-invoice. Special TM visits.
CS Supervisor
Daily
Complaints, Traces
Duty Processor
Daily
Dutiable Shipments Delivery Process Refused Delivery Process Customer Duty Inquiry
Gateway Supervisor / Advisors
Follow-up held shipments, Erroneous duty charges, Special clearances
SCO
Ad hoc
Missing/lost shipments
b. External
DHL network
Daily
Send traces
Customers
Daily
Make bookings. Trace Shipment, Sales Leads, Transfer Calls,
Follow-up Calls
Hubs
Daily
Movement of Shipments Forwarding Instructions
Lost and Found Centers
Ad hoc
Track Lost Shipments
DIMENSIONS: (Key Operating Accountabilities) – Based on Global KPI’s & IKO (Individual key objectives)
Refer to Global KPIs Apply COE Guidelines
DECISION MAKING AUTHORITY:
Decisions
Recommendations
To send a trace dependent upon the information in the system, e.g. missing scan date
To close a trace in the event the trace cannot be dealt with.
Telephone call to expedite the trace.
FOC shipments for damaged and re-constructed shipments – As per the empowerment matrix
PRINCIPAL ACCOUNTABILITIES:
OUTCOME(The result/target)
MECHANISMS(How will you achieve this)
Service Quality
Ensure all Back Line standards are adhered to and performance targets in sales and service are met/exceeded. Ensure all communications equipment is in working order. Respond to track and trace requests within set time-frames. Project a professional image to internal and external customers.
Company Relationships
Maintain a cohesive relationship with colleagues, ensuring timely advice is available to all relevant departments. Develop relationships throughout the SNAS/DHL Network
Service Development
Handle overflow calls from FL ACD
File Management
Ensure Trace Files are continually updated To make sure all files updated
MAJOR CHALLENGES
Handling angry customers To influence process changes
OTHER INFORMATION
Nil
PERSON SPECIFICATION
10.1 Education College Education or/ High School
Experience
Preferable DHL experience in Customer service Desirable 6 months Customer Service Advisor (Front Line) experience
Personal Attributes
Patience Customer Focused English Language Skills Arabic Language Skills desirable Self Motivated
COMPETENCIES
Following Procedures Team Work Communication Working with Information analysis Product Knowledge Ability to manage difficult situation Ability to time manage effectively Ability to handle stress Adaptability Competency Segment “Business’ Analysis: Breaks down a problem, situation or process into this component parts, separates the main issues from side – issues understand the nature of parts and their relationship to one another. Seeks out and critically evaluates both numerical and narrative information. Draw accurate conclusions. Planning & Organizing: Sets clear and realistic goals and objective. Establishes a course of action and a sequence of steps to ensure that activities and objective are efficiently achieved. Is structured with good personal organization, schedules time effectively and use 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 Result Orientation: Continually seeks to accomplish critical tasks with measurable results. Overcomes obstacles and makes adjustment to achieve results. Focuses self and others to achieve targets aligned with business goals. Competency segment ‘Leadership’Team Work: Works cooperatively with others to achieve target and objectives. Accomplishes own tasks in support of team goals and actively offer to help colleagues. Supports group decisions. Competency segment ‘Personal’Accountability: Act responsibly. Can be counted on to keep commitments. Complies with the intent of policies, procedures and agreement. Build others ‘trust’ in own professionalism, integrity, expertise and ability to get the 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 question, when needed, to clarify information. Self-Management: Remains calm, objective and controlled in responding to urgent or demanding situations. Maintain effective performance under pressure. Stays positive. Posting Legal Entity SNAS Postal Est.
Beware of fraud agents! do not pay money to get a job
MNCJobsGulf.com will not be responsible for any payment made to a third-party. All Terms of Use are applicable.