Customer Care Executive at DHL

• This role is all about ownership, resolution, and customer advocacy. You will manage complaints and claims across the country, ensure timely and accurate settlements, and capture the voice of the customer to drive meaningful improvements across the business.

What you’ll own

• Ensure every customer interaction reflects a commitment to first‑time ideal solutions, integrating quality into every process.
• Implement ISO standards and DHL policies consistently across all interactions and documentation.
• Ensure full adherence to Centre of Excellence (COE) guidelines and maintain compliance at all times.
• Manage and resolve customer complaints and claims professionally, within set timeframes.
• Settle insurance and non‑insurance claims in accordance with DHL’s global terms and conditions.
• Manage NPA and ICCC initiatives to capture the voice of the customer and identify improvement areas.
• Take full ownership of allocated files, customer communication, and internal follow‑ups; escalate when required.
• Act as a single point of contact for customers, ensuring strong internal coordination.
• Update SPARK or GEMA files with next steps, timelines, and customer callback details.
• Inform Sales teams of account‑related claims and maintain communication until case closure.
• Acknowledge all complaints and claims within 2 hours and ensure all customer communication is via MCT (no personal email use).
• Upload payments and related documentation to SharePoint as required by Finance.
• Analyse trends and prepare insight‑driven reports with recommended solutions for improvement.
• Resolve escalated complaints using cost‑effective recovery methods and root‑cause corrective actions.
• Draft apology letters and prepare damaged shipment reports when needed.
• Complete insurance documentation and liaise with the insurance champion for claim settlements.
• Investigate, negotiate, and settle claims within DHL’s liability limits and global procedures.
• Obtain managerial approvals from Customer Care Manager or Head of Customer Service when required.
• Ensure all mandatory reporting fields are completed accurately in SPARK/GEMA.
• Collaborate with CS teams to ensure consistent and seamless service delivery.
• Meet and exceed KPIs; where targets are missed, identify root causes and implement corrective action.
• Adhere to all service standards and performance targets set by management.
• Assist with any additional duties or projects to support CS operations as needed.

What we are looking for

• NSC Matric Certificate (required).
• Degree, Diploma, or NQF equivalent (advantageous).Minimum 2 years’ customer service experience in a service or courier industry (courier preferred).
• Strong operational and network knowledge of DHL.
• Intermediate computer literacy and ability to navigate customer service tools with ease.
• Excellent communication skills in Business English (written and oral).
• Strong telephone etiquette, conflict resolution, negotiation, problem‑solving, and interpersonal skills.
• Experience managing customer interactions across non‑voice channels (email, live chat, social media) is an advantage.
• Ability to perform effectively under pressure.