Expert - OFR (OAM)

Location: GSC BOG

The Agent plays a crucial role in ensuring the smooth and efficient management of shipments within their assigned country. This role is dedicated to proactive customer engagement and serves as a bridge between customers and the DHL network to enhance the customer experience.

Key Responsibilities

• Ocean operational knowledge covering shipment creation, track and trace and delivery at destination.
• Enhance service experience in DHL by exercising professionalism and empathy when dealing with each individual's varying needs and demands.
• Effectively communicate with DHL Network colleagues with focus on stressing a sense of urgency on behalf of the customer.
• Meet all commitments to the customers in terms of follow-up/ongoing communication.
• Follow up with DGF operations for booking/schedule/pre-alerts. Validate and share details with the customer.
• Exception coordi...