• Help customers during initial Customer Facing IT application deployments and hand-hold customers through the implementation process for Customer Facing IT applications to ensure adequate comprehension and proper usage of the tools with proper training provided to customers.

• Support customer to integrate their webstore with DHL Customer Facing IT systems.

• Assist customers in trouble shooting queries and problems where required support all queries both voice and email on DHL’s suite of Customer Facing IT applications to resolve technical issues or where the issue requires further analysis, arrange an appropriate date/time with the customer for the on-site visit and investigation.

• To take inbound calls from customers during promotion of Customer Facing IT applications to recommend DHL Customer Facing IT applications which is appropriate to their trading profile and encourage its usage.

• Visit Customer Facing IT customers on a regular basis to gauge satisfaction with the Customer Facing IT products, to ascertain any need for extra training and collect suggestions for improvements.

• Confidently address all queries and concerns that customers may have regarding DHL Express Customer Facing IT tools, emphasizing their advantages which are matched to the customers’ needs for automated tools in the evolving marketplace.

• To increase efficiency and reduce cost by using Customer Facing IT applications.

• To participate in Customer Facing IT applications testing and monitoring of DHL’s suite of Customer Facing IT applications deployed in-country to ensure proper functioning to meet customer requirements on the regular basis.

• To monitor and report on Customer Facing IT tools usage by customers and conduct ad hoc data analysis and reporting.

• Revisit and follow-up to customers those are already with Customer Facing IT tools but not using the tools on regular basis.

• Escalate complex problems either locally or to globally ITSC

• Bachelor degree in Information Technology.

• Having minimum 3 Year experience in customer technology and application support related role.

• Good working knowledge in PHP (Laravel Framework) & MySQL, XML, Web based application, Database platform, Automation Workflow Applications (Sharepoint, Nintex, Microsoft Power App, Microsoft Power Automate).

• Technical Skills (Customer Facing IT awareness and Knowledge).

• Presentation Skills (Excellent).

• Analytical, organizational, and motivational skills.

• Good command in English both writing and speaking.

• Strong customer service orientation.

• Ability to work independently and in a team environment.

• Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situation