Asesor de Customer Care

hace 2 semanas


Lima, Perú DHL A tiempo completo

**Asesor de Customer Care (Tracing)**

En DHL Express, nuestra visión es “Conectar a las personas, mejorar vidas”. Somos la empresa más internacional del mundo, "la gran máquina amarilla", como nos encanta llamarla. Específicamente en nuestra región de América Central y del Sur, cubrimos 15 países, desde el Parque Nacional Tikal en Guatemala, hasta Ushuaia en Tierra del Fuego - Argentina. Somos más de 3.400 Especialistas Internacionales Certificados que trabajamos apasionadamente y motivados COMO UN SOLO equipo, moviendo más de 10 millones de envíos al año y superando las necesidades de nuestros clientes, mientras apoyamos sus negocios e impactamos positivamente en nuestras comunidades al mismo tiempo. Somos el Great Place to Work # 1 en América Latina y nos sentimos muy orgullosos de eso. Y tenemos buenas noticias... Estamos buscando una Superestrella como tú, ¿Insanamente centrado en nuestros clientes y que quiera tener el mejor día, todos los días?...

**Propósitos del Rol**

Asegura la satisfacción y la calidad del servicio al cliente dando respuesta y solución a cada necesidad de los clientes de conformidad con los más altos estándares y procedimientos de DHL.

**Responsabilidades Principales**
- Resolver de manera efectiva y eficiente los casos de rastreo, incidentes de servicio, y quejas y/o reclamos en el servicio que son registrados en nuestros sistemas informáticos.
- Establecer contacto con el departamento de Operaciones y otros departamentos para la resolución rápida y eficaz a las consultas y problemas de los clientes.
- Brindar una respuesta acertada sobre el requerimiento del cliente, ofreciendo una clara explicación del caso, basado en los procedimientos establecidos por la compañía
- Atender llamadas en los desbordes y alertas informados programados por workforce management para cumplir con los GOS (Grado de Servicio), estar disponible a las llamadas y cumplir con los Indicadores Individuales, Globales y Regionales.
- Negociar con el cliente para llegar a un mutuo acuerdo que permita un resultado favorable para las partes y mantenga el vínculo comercial y la lealtad del cliente sin impactar al negocio
- Brindar una respuesta acertada sobre el requerimiento del cliente, ofreciendo una clara explicación del caso
- Registrar toda la información relativa a los casos en los sistemas informáticos del departamento, de forma estandarizada, para que puedan ser consulta y entendida por los usuarios que tienen acceso al sistema.

**Requisitos**
- Egresado Técnico de Comercio Exterior, Negocios Internacionales, Administración o afines. Experiência mínima un año en Call center
- Conocimiento de Comercio Exterior.
- Manejo de Excel a nível intermedio (Deseable). Dominio de inglés a nível intermedio (indispensable).
- Disponibilidad para trabajar en el Callao en horarios: 8:00 am a 6pm de lunes a viernes y
- sábados de 9 a 12 am


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