- Provide accurate and analytic performance / incident report to enhance performance quality.
- Carry out list of QCC Must-Do’s
- Provide tracing service for the network and interface with local country customer service on service problems and enquiries.
- Interface with local country customer service on service problems and enquiries.
- Communicate with service provider to get information on flight details.
- Work with airlines to implement outbound and inbound service enhancements.
- Handle operational communications with other Gateway and Hubs regarding inbound & outbound operations, adhering to standards and protocols for pre-alert, faxes, e-mails, GEMA and other communications with the DHL network.
External Customer
- DHL Network Service (Operations) Centre
- Provide a tracing service for the network and interface with local country customer service on service problems and enquiries.
- Proactive and immediate response to all customers.
External Stakeholder
- Airlines & other linehaul providers, suppliers
- Communicate with service provider to get information on flight details.
- Work with airlines to implement outbound and inbound service enhancements.
Internal Stakeholder
- Gateway and Hubs
- Handle operational communications with other Gateway and Hubs regarding inbound & outbound operations, adhering to standards and protocols for pre-alert, faxes, e-mails, STM and other communications with the DHL network.
2. Local country office
- Interface with local country customer service on service problems and enquiries.
