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HIC Exception Handling Agent

DHL Express
Full Time
Semarang+1 lokasi
Posted 30+ hari yang lalu
Job description

(2100BFI)

Indonesia-Central Java-Semarang | Full-time | Contract | Standard
Role Summary:
To resolve held shipments (HIC) in the fastest possible manner using tools including the HIC data base, GEMA, ADVANCE, SAVER, HUBBLE, Internet based directories, and Map Applications (Goggle, Centamap, etc), and ensure that customers receive their shipments at the earliest possible time.
Main Responsibilities:
  • Ensure timely resolution of Exception Shipments (eg. undeliverables and held shipments) through direct contact with shippers and consignees via phone, emails and ODD.
  • Work with Ops Performance Team to ensure that origin countries take actions to resolve cases of incorrect/insufficient information (BA’s, missing phone numbers) leading to HIC shipments.
  • Respond to and send HIC requests to/from customer service agents.
  • Assist in all shipment resolution actions as directed by customers through customer service.
  • Respond to and send HIC requests to/from customer service agents.
  • Assist in all shipment resolution actions as directed by customers through customer service.
  • Support and resolve undeliverable shipments while working directly with couriers.
  • Provide proactive resolution to couriers using ADVANCE so that couriers are able to fulfil their deliveries as early as possible.
  • Be the single point of contact for the Service Centre within the DHL network.
  • Ensure that network requests are being promptly followed up.
  • Ensure that the HIC cage is clean and with as few exception packages as possible.
  • Ensure that all shipments in HIC are scanned and accounted for.
  • Organize / Process the Exception Shipments by:
  • ensuring always being contactable by phone.
  • ensuring that the GEMA Trace system is always being followed up within the required response time (in line with Customer Service Circle of Excellence standards).
  • promptly responding to country/network requests for Searches, Service Change, Re-directions, Re-attempts, and any other requests as directed by customers. (Note: Ensure GSOP standards are always followed).
  • using designated tools (ADVANCE, SAVER, HUBBLE, QSMS, GEMA DATABASE, INTERNET) to resolve exception shipments.
  • working with Country Ops Performance Team to determine origin failure root-causes and use the appropriate channels to feedback to origins for permanent resolutions (eg. Bad Address).

Requirements:
  • Minimum Bachelor Degree from any major
  • Excellence Communication skills (English), spoken and written
  • Software skills (Word, Excel, PowerPoint, etc.)
  • Preferably having operations or customer service experience within transportation or logistics industry.
  • Line Trainer Certified (subject to local condition)

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