Trainee - Contact Centre Vacancy In Dhl

Hiring Organization / Company: Dhl
Basic Salary: To Be Discussed
Employement Type: Full-Time

Job Details:


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Key Role Details

DPDHL Role Title
Customer Contact Centre Executive
Reports to (Job Title)
Customer Contact Centre Supervisor

Corporate/ Business Division
DHL Express India
Reports to (Job Title)
- if more than 1 reporting line

Business Area / Unit
Career Function
Customer Services

Customer Service
Job Family
Call Center

Location (City / Country)
Career Level

Role Purpose
Confidently and knowledgeably provide the full suite of DHL customer service offerings (e.g. booking, enquiries, shipment status, tracking etc)

to all parties contacting DHL via the customer service hotline and other contact modes.

Scope of Role

Budget responsibility [€/year]
Expected EBIT of own unit [€/year]

Revenue of own unit [€/year]
Size of assets under management [€]

Geographical Responsibility
Team size
Individual contributor

Key Accountabilities

Measurement Criteria / KPIs

Main Accountabilities
  • Accept and register bookings for DHL services
Please refer to the incentive document

  • Offer alternatives to customers and seize upselling and cross-selling opportunity of valued added services (e.g.
for more clarification

Sales Leads, shipment insurance) during interaction with customer

  • Respond to customers consistently and confidently by providing accurate information in all areas such as

custom requirements, transit time and prices

  • Enhance service experience in DHL by exercising professionalism and empathy when dealing with each

individual customer’s varying needs and demands

  • Liaise with Operations and other departments for quick and efficient resolution of customer issues and queries

  • Highlight areas for improvement with suggested solutions to improve DHL’s procedures, technology and service

to positively enhance customer’s experience with DHL

  • Adhere to global CS procedures while maintaining discretion to exercise flexibility to customers’ needs within

reasonable limits in consultation with CS supervisors and managers

  • Assist the supervisors (if applicable) to carry out relevant CS orientation / training programs for new or existing

CS staff

People Management
Incumbent has no direct report and authority over country line and functional personnel. Nevertheless he/she
Informal influence to enable

must be able to demonstrate ability to influence decisions / actions
improvement and change within the


Requirements for the Job

Divisional Experience

Functional Experience
  • 2 years experience in a Customer Contact Centre or Telesales environment in a service industry (preferable)

  • Experience working in teams

Geographical Experience

Education / Qualification / Certification
Graduation or Diploma (equivalent)


Language Requirements
  • English
  • Fluent (written and spoken)

  • Local language (where applicable)
  • Spoke (written and spoken where applicable)

Career Development

Possible next roles:
Required Attributes for next role

Possible feeder roles:

Additional Information

Further required information

Administration Section
To be completed by HR
Prepared by
Valid from

Draft / work in progress
False False Center
False False Center 1

Valid until

HR Section
Not to be distributed
Internal Job Code
RCS Grade

Towers Watson Global Grade
Mercer IPE Position Class

Towers Watson Position Code
Mercer Unique Position Code (MUPC)

Towers Watson Benchmark Title
Mercer Benchmark Title


Prepared By:
Verified By:
Approved by:

Customer Contact Centre Executive
Director - Customer Contact Centre
VP - Customer Service



Template Version: Mar 2018

Graduate or equivalent

Chennai, Tamil Nadu, 600 032, India
Customer Services
Posted Date
Mixed Shift
No travel required

Job Location Information:
City: Chennai
State: Tn
Country: In
Location: Chennai, Tamil Nadu

Date Posted: 2021-09-14
Job Listing No# : 182690

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