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2 Aug 2021

Customer Relations Specialist – Relocation offered

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Deutsche Post DHL (DPDHL) is the logistics provider of the world, with over 520,000 employees in more than 220 countries and territories. However, we don’t just move goods, we have a very clear purpose: Connecting People. Improving Lives.

As an employer we provide challenges and opportunities for personal and professional development. We recognize the difference people bring to our business and together we share in the pride of building one of the world leaders in logistics and supply chain.

DHL Global Forwarding, Freight (DGFF) is the Group’s air, ocean and road freight specialist, we offer standardized transport as well as highly specialized end-to-end solutions to customers in a wide range of industries globally.

Currently we are looking for an ambitious and energetic Customer Relations Specialist who will act as key contact for allocated customers, Informing on shipment and exception status.

If this sounds like something you would like to do, please read on.

Your task will be:

  • Coordinates with all stakeholders and content experts to achieve seamless implementation.
  • Ensures the cycle of job from Rate quote to delivery and billing is within Customer expectation.
  • Handles, solves or assigns customer complaints with the aim of meeting guided resolution KPIs.
  • Follows up with Sales and Pricing on customer request on spot quotations and performs up- and cross-selling on inbound customer calls.
  • Develops relationship with allocated customers.
  • Participates in joint Sales visits when necessary.
  • Supports Back office and Call forwarding functions by liaising with client as necessary in respect to accepting orders (from customer or overseas office).
  • Proactively informs customer on shipment status, exceptions, and provides intermediate updates on incident solution.
  • Supports Customer Implementation by following up on spot quotations and contract closure as may be required.
  • Performs up- and cross-selling (inbound calls) for existing customers and passes on leads to sales.
  • Takes and handles customer inquiries e.g. Track and Trace.
  • Reviews reports (generated by the Performance Reporting & Exception specialist) and sends them to the customer.
  • Takes and registers all customer complaints.
  • Ensures the cycle of job from Rate quote to delivery and billing is within Customer expectation.
  • Drives solution of customer complaints by solving it directly or assigning tasks to other function.
  • Takes and processes customer feedback and asks for CS related feedback (e.g. follow-up on complaint handling).
  • Collaborates closely with Operations and other departments for smooth handling of shipments and continuous updates.
  • Escalates issues if required.
  • Build and manage relationships with both internal and external service providers with the aim of ensuring efficiency in Customer expectation.
  • Monitor and evaluate performance based on agreed requirements and initiate/support improvement actions when process falls short of required performance.
  • Act as the first point of contact for the customer relating to site operation matters and build a good relationship to develop trust and ensure strong engagement.
  • Support continuous improvement through complaint management via GCCS and Performance Dialogues.

Your profile should look like:

  • Minimum 3 to 5 years’ Experience in related field
  • Good communicative, analytical and administrative skills
  • Good organizational skills to manage different Customer requirements and deadlines
  • Good knowledge of forwarding business (Logistics) , DHL Global Forwarding products (AFR/OFR) and business systems
  • Good knowledge of Customer Service processes and systems
  • Ability to identify and meet customer needs in a pleasant and friendly manner
  • Excellent communication and interpersonal skills
  • Good telephone and E-mail skills
  • Commercial attitude and Ability to prioritize tasks

We offer:

  • Unique international strong brand spirit of DHL
  • Employer who respect employees and help manage your time at and away at work to achieve work/life balance
  • Strong team with interaction with people from all over the world
  • Possibility to lead and manage team
  • Flexible working hours with possibility of occasionally working from home upon agreement
  • Possible further career development
  • Competitive salary

If this is something you would like to do, don’t hesitate and start your application.


Doha, Ad Dawhah, Qatar


Customer Services

Posted Date





Global Forwarding, Freight

DHL Global Forwarding Qatar LLC

Relocation offered

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