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·Proving excellent accessibility and first call resolution to customers and to maximise available revenue opportunities for the business whilst providing an exceptional customer experience.
·Answer the care centre available contact channels (telephone, email, web chat, accordance with global services standards.
·Take a proactive approach to customer requirements based on historic transactions available in common in customer services system.
·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.

·Provide solutions and alternative based on customer needs
·Provide first line support on how to use TNT's self services tools and services (IVR, My TNT, online booking and web services).
·Where first call resolution cannot be obtained agree a call back time with the customer line with agreed timeframe of the support team or other department.
·With the outbound transaction you deal with booking exception ( ad hoc, cross location bookings , dangerous goods , debtor status , awkward freight ) i a productive and high quality manner.
·Check collection availability from sending customer and arrange consignment note completion.
·Check exception regularly and proactively call customers to advice of collection problems.
·Resolve booking exception as required.
·Complaint handling identify when customers is making a complaint and follow the agreed global complaint process.
·Wherever possible aim to resolve the complaint during the first contact with customer.
·When passing the complaint to an appropriate owner ensure accurate and full details are recorded in the correct system.
·Ensure the customer is aware of who will contact them and when and what the next step will be.
·If requested passes the caller directly to the appropriate complaint owner of the action.
·To ensure transactional information and system entries are completed in an accurate, complete and timely manner-record accurate details for the suppose team to follow-up where first call resolution cannot be obtained.
·Where an inquiry is not converted, ensure all system entries are complete so that sales can follow up an occur.
·Record accurate details where follow up by another department is required.