Objective / Purpose of the Job
To provide excellent accessibility and first call resolution to customers, and to maximise available revenue opportunities for the business whilst providing an exceptional customer experience.
To provide excellent accessibility and first call resolution to customers, and to maximise available revenue opportunities for the business whilst providing an exceptional customer experience.
Key Accountabilities & Activities
Inbound transactions
To differentiate TNT's service offering by providing customers with friendly and professional multi-channel communication during every inbound transaction and enquiry and to provide the customers with accurate information based in their needs.
• Answer the care centre available contact channels (telephone, email, web chat, etc in accordance with global service standards.
• Take a proactive approach to customer requirements based on historic transactions available in common CS systems.
• Proactively provide customers with accurate product and pricing information based on their needs.
• Proactively ensure that customers are aware of necessary paperwork and any special instructions.
• Communicate accurate and complete shipments statuses from the common track system.
• Provide first line support on how to use TNT´s self service tools and services (IVR, myTNT, online booking and web services)
• Provide solutions and alternatives based on customer needs.
• Where first call resolution cannot be achieved agree a call back time with the customer in line with agreed timeframes of the Support team or other departments.
Outbound transactions
To deal with booking exceptions (ad hoc, cross location bookings, dangerous goods, debtor status, awkward freight) in a productive and high quality manner.
• Check collection availability from sending customer and arrange consignment note completion.
• Check exceptions regularly and proactively call customers to advise of collection problems.
• Resolve booking exceptions as required.
Complaint Handling
• Identifies when a customer is making a complaint and follows the agreed global complaint handling process
• Wherever possible aims to resolve the complaint during the first contact with the customer
• When passing the complaint to an appropriate owner ensures accurate and full details are recorded in the correct system
• Ensures the customer is aware of who will contact them and when and of what the next steps will be
• If requested passes the caller directly to the appropriate complaint owner for action
Revenue Generation & Retention
To identify and act on selling opportunities to retain or generate revenue, whilst providing suitable solutions to customers' requirements.
• Conversion of price and transit time enquiries into bookings.
• Promote premium products and service options based on customer needs.
• Ensures customers are aware of the range of products and services offered by TNT
• Pass unconverted price enquiries to sales via leads with accurate information.
• Identify Special Services opportunities and pass these to SpS or convert to booking as appropriate
• Promote CIT applications and self-service to customers.
Administration
To ensure transactional information and system entries are completed in an accurate, complete and timely manner.
• Accurately enter the required data into the booking system to facilitate correct and complete consignment collection.
• Record accurate details for the Support team follow-up where first call resolution cannot be achieved.
• Record accurate details where follow up by another department is required.
• Where an enquiry is not converted, ensure all system entries are complete so accurate Sales follow up can occur.
CR and Health & Safety
• Comply with the company's corporate responsibility, health, safety and environmental standards and responsibilities as identified within TNT Express management systems
Customer Experience
At any time and any where perform the activities and display the behaviours that are designed to deliver a distinctive Customer Experience. These activities and behaviours are highlighted in the "Understands and delights customers" core competency and in any additional Customer Experience behavioural guideline applicable to the role.
