- Providing information about the company's services - Managing customers' phone calls - Ensuring the registration of orders in the company's IT system - Providing customer support on shipments status and providing answers via e-mail - Managing complaints received from customers - Issuing official responses from the company for complaints submitted by customers in accordance with internal procedures and applicable law on postal service providers - Managing complaints from external partners, respecting the company's internal procedures, applicable postal service providers' legislation and DPD Group Organization Manual (Clearing) - Completing the workflow on handling internal and external complaints by centralizing and validating compensation bills and completing information on cost recovery - Collaboration with the company's departments in order to solve the problematic situations of the customers, payment of the compensations granted and re-payment to the entities responsible for the incidents that generated the complaint - Using the Salesforce-Service Cloud / Ticketing platform for handling internal and external complaints and reviews - Processing and monitoring of import-export orders for international parcels and palletized goods - Maintaining the communication with the external partners and the internal working points so that the take-over / processing instructions are respected according to the established deadlines - Performance reports in delivery / pick-up & inbound / outbound monitoring