Customer Service Representative (m/f/d)

Customer Service Representative (m/f/d)

 

As a member of the Customer Service team you help customers with their concerns.

In the front office you receive incoming customer inquiries.  This can be praise or criticism by phone, an email inquiry about a DPD product or a message on Facebook about a technical problem.  Most of the queries you can answer yourself, others you pass on to the back office for processing.

As a back office employee you answer questions about parcel shipping with DPD by telephone or email.  You will be guided by tried-and-tested processes and use our customer service tools. 

The close cooperation of Customer Service with other departments makes the job real teamwork.  In this way you solve every problem personally, competently and with courtesy - and inspire our customers.

The tasks

  • Receiving and forwarding/processing inquiries, complaints or claims
  • Handling customer communication across all communication channels
  • Proactive contacting of shipping customers
  • Providing individual support and advice on DPD products
  • Minimizing the escalation of customer complaints
  • Continuous customer analysis

Die qualifications

  • Completed commercial training
  • Good understanding of operational and administrative processes
  • High quality and customer orientation
  • Quick grasp of complex issues
  • Strong communication skills, ability to work under pressure and in a team
  • Confident handling of MS Office
  • Very good German and good English skills

Our offer

  • Security:
    in a growing group with long-term prospects in a future-proof industry

  • Opportunities: 
    through a wide range of training opportunities within our DPD Academy and individual opportunities for advancement within our company 
  • Recognition: 
    for example with awards for outstanding performance and our employee recommendation program ("employees refer future employees") 
  • Benefits: 
    e.g. a wide range of training opportunities within our DPD Academy, a lease option of (e-)bikes and state-of-the-art IT equipment, a company pension plan, as well as an external employee assistance program supporting our employees during professional and private challenges 
  • Togetherness & Diversity:
    in a community of equals and with open communication, respect, tolerance, and equal treatment regarding gender, age, nationality, ethnic origin, religion, disabilities, health restrictions or sexual
    orientation

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