TheBackline Tracing Advisoracts as a key representative of DHL, responsible for managing shipment inquiries and complex trace requests. The advisor ensures customer satisfaction through prompt investigation, resolution, and follow-up on all requests and complaints, maintaining high service levels and supporting the delivery of performance KPIs

• Serve as a DHL ambassador by providing professional, friendly, and timely service to customers.
• Follow up on customer inquiries and refer them to relevant departments when necessary.
• Proactively communicate with customers to ensure timely delivery and satisfaction.
• Handle each case with a sense of urgency, considering the express nature of DHL’s services.

• Follow customer service procedures in line with active SOP’s, and internal Guidelines.
• Maintain up-to-date knowledge of the DHL network, services, and operational procedures.
• Partner with Service Desk teams to support incoming and outgoing requests when it is needed as part of contingency.
• Supports the front-line team by handling the flow out calls specially during contingency plan and severe absenteeism.
• Support the FL team by answering the flow out calls specially during contingency periods and severe absenteeism.

• Initiate and manage shipment investigations in alignment with Network Trace Procedures (NTP) & CS process Map.
• Identify and report recurring operational issues and coordinate with relevant departments for resolution
• Take corrective actions by analysing the root causes of the Repetitive service issues to enhance the service.
• Strive for continuous improvement by suggesting process or service enhancements.
• Utilize & Identify opportunities for improvement by using RPA (Robotic Process Automation) solutions.
• Use C360 & Sherlock to generate customized reports for Account customers when needed.

• Contribute effectively to achieve monthly Backline Team KPIs (Available in CS KPIs & Attribute Business document) and achieve individual Key objectives within the role. (shared individually).
• Following CS process Map in handled requests.

• Problem Solving: Proactive in identifying and resolving issues under pressure.
• Customer Orientation: Committed to meeting customer needs and building lasting relationships.
• Planning and Organizing: Capable of managing multiple tasks and meeting critical deadlines.
• Decision Making: Takes timely and effective decisions to exceed customer expectations.
• Results Orientation: Focused on achieving measurable results aligned with business goals.
• Teamwork: Works collaboratively to achieve team objectives.
• Accountability: Acts responsibly, maintains professionalism, and meets commitments.
• Self-Management: Stays calm, controlled, and positive under pressure.
• Communication: Excellent written and verbal communication skills.
• Demonstrating Active Leadership attributes. 
• Demonstrating & maintaining positive behaviour towards colleagues and customers.
• Attention to Detail: Delivers thorough and accurate work consistently.
• Analytic skills for business analysis skills to analyze root causes of problems and set preventive actions.

• Minimum 2 years of experience in customer service (preferably within DHL).
• Diploma or equivalent educational qualification. Preferred University degree.
• Strong verbal and written English communication skills.
• Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Strong negotiation, conflict resolution, and interpersonal skills.
• Experience in the logistics or service industry is an addition.
• Previous call center experience is preferable.