Agent Claims Service

DHL Group the logistics provider of the world with over 580,000 employees in more than 220 countries and territories. We are an organization that is not just moving goods around, we have a very clear purpose, and we are: Connecting People. Improving Lives. We provide challenges and opportunities for personal and professional development; we recognize the difference you bring to our business and together we share the pride of building one of the largest world leaders in logistics and supply chain. 

Are you creative mind and passionate about innovation and dynamic markets? Do you enjoy developing business and driving projects forward? Are you looking for a responsible role in which you can actively help shape the future? Then we should get to know each other!

Become part of a unique corporate culture defined by a respectful working environment, inspiring colleagues, strong team spirit, and a hands-on mentality. Join us and bring your ideas to life!

Role Context

The Claims Service function plays a critical role in ensuring a fair, transparent, and efficient handling of customer claims. By assessing liability cases and managing compensation processes, we directly contribute to customer satisfaction, cost control, and compliance with legal and contractual requirements.

The Claims Service team is responsible for handling customer compensation claims that arise from shipment-related complaints by analyzing shipment data, system information, and contractual conditions. These claims are captured via Customer Service and require detailed investigation using operational data, contractual frameworks, and internal policies. Further, the claims team assesses liability based on defined legal and commercial frameworks, calculate compensation, and document decisions in a structured and auditable manner.

As Agent Claims Service, you are responsible for independently investigating claims, assessing liability, and making well-founded decisions in line with internal guidelines and legal frameworks. You contribute directly to high-quality case handling and efficient workflows.

Key Responsibilities

• 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.

Education & Experience

Required:

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

Preferred:

• Experience in claims handling, liability assessment, or structured case processing
• Background in parcel, logistics, or supply chain operations
• Experience working with CRM or case management systems

Skills

• Strong analytical and problem-solving skills with attention to detail
• Independent, structured, and responsible working style
• High level of accuracy and quality awareness
• Strong organizational skills and ability to manage workload efficiently
• Good communication skills and ability to collaborate with stakeholders
• High level of ownership and accountability
• Flexibility and willingness to learn and develop
• Natural aptitude for systems and ability to quickly understand and apply new processes

Working Conditions

• Schedule: Standard Indian business hours.
• Work model: On site
• Training: Initial onboarding and training program
• Global Collaboration: May require occasional work outside of standard hours.
• Performance Metrics: Measured through quality of decisions, SLA adherence, productivity, and customer satisfaction

Benefits:

• Annual Leave: 42 days of paid leave in addition to public/national holidays.
• Medical Insurance: Coverage for self, spouse, and two children. Option for voluntary parental insurance (parents or parents‑in‑law) at a nominal premium, including pre‑existing conditions.