Query Handling Backline Agent - DHL Express : Job Details

Monitor and manage the email workflow tool (MCT) queues daily assigning emails and ensuring emails are being resolved within 24 hours. This will also involve coaching colleagues sending incorrectly emails to our generic mailboxes. Monitor and manage the email workflow tool (SAP) queues every day assigning disputes and ensuring disputes are being resolved within 24 hours. This will also involve transferring disputes incorrectly raised and coaching case processor. Support Backline 1 with Ingenico payments Void Requests. Support Backline 1 with My Bill Requests. Support with Mass Upload disputes into SAP - Support with Retail Refunds. Raise check void forms and submit to supervisor. Facilitate resolution of raised customer complaints through verbal or written contact with broad use of discretion (example: Sales Escalations, Internal Escalation, Net Promoter approach, )Provide functional guidance and training (new hire, refresher and cross-functional) to the team and other departmen...Agent, Support, Sales Representative, Business Services, Training