Agent Claims Service

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Skills you'll use

What you'll do

• In this role, you are responsible for the accurate, timely, and compliant handling of customer compensation claims.
• You investigate claims by analyzing shipment data, system information, and relevant documentation, ensuring a structured and fact-based approach.
• You assess liability based on contractual agreements, legal frameworks, and internal policies, and determine appropriate compensation where applicable.
• You calculate compensation amounts and document case decisions in a clear, structured, and auditable manner within internal systems.
• You ensure adherence to defined SLAs, quality standards, and productivity targets in your daily work.
• You collaborate closely with Customer Service, Operations, and other internal stakeholders to clarify cases and ensure consistent case handling.
• You identify recurring issues or patterns in claims and contribute to process improvements and enhanced decision quality.
• You support the resolution of complex or unclear cases in close alignment with your Team Lead.

Who can apply

• Minimum: Bachelor's or Postgraduate degree in any discipline.
• Minimum 3+ years working experience in the corporate office environment
• Business fluent English

Perks & benefits

About DHL Group

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