DHL Express, Johannesburg - Front-Line Customer Service Professional of the Year

Company: DHL Express, Johannesburg, South Africa
Company Description: DHL is the leading global brand in the logistics industry. Our DHL family of divisions offer an unrivalled portfolio of logistics services ranging from national and international parcel delivery, e-commerce shipping and fulfillment solutions, international express, road, air and ocean transport to industrial supply chain management.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Front-Line Customer Service Professional of the Year - All Other Industries

Nomination Title: Caroline De Kock, Frontline Agent

Caroline is the Epitome of what we call an All Rounder within the customer Service Environment, She joined the DHL team as a Customer Service Agent in 2015.She continued to perform Exceptionally well as Frontline Agent, she continue being exceptional and later worked her way to Service Desk in 2017 where she took over the Cash Desk Impex Initiative that has proven to be a huge success. Her passion and drive to always ensure her work is impeccable and ensuring that her customers are always successful did not go unnoticed by myself as her supervisor.Caroline was later given a permanent role in the Service Desk Team which led her to perform the full functions of Service Desk and over the years, she managed to build and maintain good relationship with both internal and external customer to always ensure customer satisfaction. Caroline has proved herself to be successful, as she was continuously one of our Employee of the Month in the Role of Service Desk Executive

Caroline has demonstrated a Can Do attitude and later challenged herself and offered to become the 2IC for the team as she believed she is ready to transition to the leadership role.

Caroline is currently on an assignment and entails creating a Campaign for the ZA Call Center for Chats. With this initiative, she is hoping to increase the number of Chats handled by Agents, integrating the Quality Elements, and observing KPH Elements. This project will be in line with the Call Center`s initiative to improve quality through every customer interaction.

Caroline is also currently taking over the Service Desk Team on a month to month rapid assignment, where her daily task is to ensure team morale is maintained at a consistent level. Daily or weekly coaching’s are to be done where she is encouraged to use the SMART element to unleash the potential on agents daily. She is also responsible for running the Performance Dialogs with the team, share stats and plan on how to improve the stats and to get the best out of all Agents.

Since Caroline has taken over the Service Desk team, the overall team stats and service quality has improved and team engagement is at an all-time high. The positive feedback from the team also speaks volumes regarding her management style albeit she is new in the role. It takes determination, commitment and a strong personality to achieve what she has done in a short space of time. Caroline’s ability to polish a rock into a diamond is reflected by the number of advisors she has trained on MCT which are producing great service quality, and equals to great customer experience.Caroline has displayed CIS values by ensuring a profitable network with the work she has done on Cash Impex and she has ensured great service quality with her MCT chat initiative