Customer Support

Role Overview

Customer Support plays a critical part in ensuring service excellence across DHL Cross Border Solutions UK.

The role is customer facing and responsible for managing claims, investigating queries ensuring adherence to service level agreements.

It also supports internal operations through KPI reporting, data analysis and cross-functional collaboration to improve service and processes.

 

Key Responsibilities:


* Deliver outstanding customer support and be the first point of contact across phone, email, and other platforms, ensuring all interactions are professional and timely.


* Handle Track and Trace queries using various internal and external platform.


* Effectively resolving customer complaints and customer issues and ensuring positive customer experience.


* Manage the end to end claims processes from receipt through resolution, liaising with internal teams and customers to ensure accurate, fair outcomes.


* Generate accurate and timely daily, weekly, and monthly KPI reports for internal and external stakeholders.


* Perform data collection, validation, and analysis to identify trends and support continuous improvement efforts.


* Maintain and update Excel-based reports, dashboards, and trackers as needed.


* Collaborate with internal departments (e.g., operations, logistics, finance, IT, billing support) to resolve customer issues and improve workflows.


* Ensure full adherence to SLAs, standard operating procedures (SOPs), and compliance requirements.


* Participate in cross-training within the team and engage with other departments to extend knowledge and support business flexibility.


* Perform general administrative tasks such as routine data entry, document management, and updating operational manuals. 


* Represent DHL Cross Border Solutions UK in a professional and courteous manner, including occasional customer meetings or rare travel abroad (e.g., to Germany).


* Ensures that all interactions are compliant with DPDHL Code of Conduct and other compliance requirements e.g.

anti-corruption


* Contribute to the First Choice continuous improvement program

 

Skills and Experience: 


* Experience using Salesforce or a similar CRM platform.


* Strong customer service skills – Able to communicate effectively both verbally and in writing, with a professional and approachable manner.


* Excellent time management – Able to prioritise tasks independently and manage workload effectively under pressure.


* High attention to detail – Delivers accurate work even when working to tight deadlines.


* Microsoft Office expertise - Proficient in Outlook and working knowledge of PowerPoint and Word.


* Ability to multitask efficiently in a fast-paced environment.


* Advanced Excel proficiency – Confident using spreadsheets, including formulas, data analysis, and reporting tools.


* Professional communication – Comfortable dealing with ...