Customer Experience Trainee

DHL Global Forwarding has an opening for a Customer Experience Trainee in Mombasa, Kenya. Administer customer service plans and programs to provide best in class services to the customers and enhance customer satisfaction in line with business strategy and objectives, Group guidelines and policies

Would you like to be part of the most international company in the world? A company operating in more than 220 countries worldwide and has been pioneering cross-border express shipping since 1969.  Would you like to be part of a business that connects people across the globe and want to make a difference? Then waste no time and join our amazing team at DHL Group. DHL Global Forwarding, Freight (DGFF) is the Group’s air, ocean, and road freight specialist. We offer standardized transport as well as highly specialized end-to-end solutions to customers in a wide range of industries globally.

Join us in connecting people and improving lives!

Responsibilities

• Administer customer service plans and programs
• Provide administrative support for customer service initiatives and activities to provide superior services and enhance customer satisfaction
• Use day-to-day customer service processes and procedures in line with the standard global/ regional processes to maximize effectiveness
• Document cost of initiatives to support prioritization of spending and resource allocation
• Respond to customer inquiries, orders, service needs and complaints, or direct to sales representatives or technical/ service areas
• Highlight issues for better development and administration of call center processes and systems
• Keep self-updated on company’s products and services
• Develop relationships with allocated customers

Stakeholders

• Explain facts, policies and practices related to job area
• Support and interact primarily with colleagues of own sub-function
• Develop a network of contacts to build up relationships and strengthen the organizational, product and market knowledge

Management Responsibility

• Individual contributor without direct responsibility for leading

Qualification Requirements

Education Level

• Bachelor’s Degree or equivalent experience/qualification

Experience Level

• less than 2 years

What we offer:

• Opportunities in a global company where you can contribute your ideas and skills to move towards our shared goals.
• Possible further career development
• Competitive salary

Why join DHL Global Forwarding?

We are part of DHL Group, the world’s leading logistics provider with operations in over 220 countries. Our TOP EMPLOYER prestigious certification attests to our best-in-class efforts to attract and retain talent by fostering a positive work environment and encouraging personal and professional development among employees. The development of talented women in our organization is an ongoing key focus area.

We aspire to become the undisputed leader in our industry, when people think of forwarding; we want them to think DGF because we have:

• The largest global network with more than ~30,000 passionate employees
• The most efficient processes and fastest response times
• The best solutions and best customer service

Our Vision:      The Logistics Company for the World.
Our Mission:    Excellence. Simply Delivered.
Our Purpose:   Connecting People, improving lives.
Our Values:     Respect & Results
Our Goals:       Employer, Provider, and Investment of Choice, Living Responsibility