Query Handling Backline Analyst 2

About the role

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.

Responsibilities

• 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
• Train the customer on the correct process when necessary
• Promote and sell the company's products and services
• Provide operational management and support at call center locations to ensure efficient and timely resolutions of customer service issues

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 and demonstrable conflict resolution skills
• Ability to determine customer needs and provide appropriate solutions

Benefits

• 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