Post -Tracing Advisor - UAE (Arabic speaking)

Ref.: MEA - 11602 At DHL, people mean the world to us. That’s why our goal has always been to attract and retain the best talent the world over. We provide challenge and opportunity for personal and professional development. We recognize the difference you bring to our business, and together we share the pride of building THE logistics company for the world. DHL Express, one of the business units of DHL, takes care of global dispatch and delivery of parcel and express shipments. Come discover the unique, international spirit of DHL in an atmosphere where your commitment is recognized and rewarded. JOB PURPOSE The jobholder is required to mainly track/ trace shipments of customers who have called in to check on the status of their shipments. PRINCIPAL ACCOUNABILITIES  Act as an ambassador for DHL at all times and attend to customer needs in a professional, friendly and courteous manner Ensure that a high level of professional rapport is developed and maintained with all customers Follow up on all customer enquiries and direct customer to the correct DHL department where further information is required Maintain proactive work processes to ensure teamwork, shuttle procedures and overall base performance is achieved Follow up with DHL Network information and get in touch with customers accordingly to ensure that customer’s shipments are delivered at the earliest Report, evaluate and investigate recurring operational problems that are highlighted through traces and then direct the information accordingly for corrective actions to be taken  Ensure all traces are actioned in accordance with Network Standards so that we comply with service levels given to customers Highlight opportunities and suggest solutions to improve DHL’s procedures, technology and service so that DHL can provide continuously universally high level of service to all customers Work effectively both individually and as part of a team to achieve both individual and department goals and objectives and strive consistently to promote a positive team spirit KNOWLEDGE, SKILLS AND EXPERIENCE  Excellent verbal communication skills and interpersonal style Good clear command of the English language Excellent organisational skills, including ability to prioritise workload Proven ability to work under pressure in a fast paced, time sensitive environment Demonstrated ability to use initiative/judgement to solve job related issues Demonstrated attention to detail Impeccable all round oral and written communication Strong problem solving capability Good Negotiation skills Sound educational background, with an extensive knowledge of the Service Industry. Excellent working knowledge of Word / Excel / PowerPoint. High levels of stress tolerance Self motivated individual Passion for Customer Delight Typing speed of 30 words per minute preferable Excellent telephone skills

Facts & Figures Job function Customer Service Country United Arab Emirates Location Dubai (Country Office) Position offered by DHL Express United Arab Emirates Reports to Tracing Team Leader Career level Entry Level/ Junior Professional Contract Permanent (Full-Time) Travel required No business travels Work permit required No Start date Immediate Closing date for applications 31/10/13 Shift work required Rotational Job World Toolbox