Customer Care Executive

About the role

We are looking for a Customer Care Executive to join our logistics team. In this role you will own the end‑to‑end handling of customer complaints and claims, ensuring swift, accurate resolutions while championing the customer’s voice across the business.

Key responsibilities

• Manage and resolve customer complaints and claims within defined timeframes, adhering to DHL policies and ISO standards.
• Settle insurance and non‑insurance claims in line with global terms and conditions.
• Act as the single point of contact for customers, coordinating internally and updating SPARK or GEMA with next steps and timelines.
• Capture the voice of the customer through NPA and ICCC initiatives and produce insight‑driven reports.
• Prepare apology letters, damaged shipment reports, and insurance documentation as required.
• Upload payments and related documents to SharePoint for Finance processing.
• Collaborate with sales and customer service teams to ensure seamless case handling until closure.
• Monitor and exceed KPIs, identifying root causes for missed targets and implementing corrective actions.

Required profile

• Strong ownership mindset with a focus on first‑time ideal solutions.
• Excellent communication skills, able to interact professionally with customers and internal stakeholders.
• Analytical ability to identify trends, prepare reports and recommend improvements.
• Attention to detail for accurate documentation and compliance with COE guidelines.
• Ability to work under pressure, meet tight deadlines and handle escalations.

Required skills

• Proficiency with SPARK system.
• Experience using GEMA platform.
• Familiarity with SharePoint for document management.
• Use of MCT for internal customer communications.