Customer Service Advisor
Role Context
Confidently
and knowledgeably provide the full suite of DHL customer service offerings
(e.g. booking, enquiries, shipment status, tracking etc) to all parties
contacting DHL via the customer service hotline and other contact modes.
Providing
an efficient and professional service to DHL customers through prompt,
courteous and accurate responses to Customer’s enquiries. Maintaining the
existing customer base by building customer loyalty through an effective
problem solving and customer care. Maintaining all service standards laid down
by DHL Network.
Key Responsibilities
DHL Existing and Potential Customers
- Accept and register bookings for DHL services
- Offer alternatives to customers and potentially
turn information calls into sales leads or identify other additional value
added services to customers when opportunities arise during the course of
interaction.
- Respond to customers consistently and confidently
by providing accurate information in all areas such as custom
requirements, transit time, and prices.
- Enhance service experience in DHL by exercising
professionalism and empathy when dealing with each individual customer’s
varying needs and demands
Sub function Department
- Liaise with Operations Department and other
departments on quick and efficient resolution of customer issues and
queries.
Service Improvement Issues
- Highlight areas for improvement with suggested
solutions to improve DHL’s procedures, technology and service to
positively enhance customer’s experience with DHL
- Adhere to existing Customer Serve procedures as
outlined in the department manuals, while maintaining discretion to
exercise flexibility to customers’ needs within reasonable limits in
consultation with DX supervisors and managers.
People – Management
- Incumbent has no direct reports and authority
over country line and functional personnel. Nevertheless he/she must be
able to demonstrate ability to influence decisions/actions.
Minimum Requirements
Education & Experience
- 2 years DHL Sales, Operations or Customer service
experience
- Experience within a customer relations environment
- University degree / Higher Diploma
- Typing skills (at least 30wpm preferable)
- Telephone skills (excellent)
- Conflict resolution skills (excellent)
- Selling skills (excellent)
- Technical skills (Telephone and Order Booking
systems preferable)
- Communication skills – spoken and written
(excellent)
- Negotiation and interpersonal skills (excellent)
- Sound customer relationship experience
- Strong understanding of customer service and operations
- Mental Alertness
- Assertiveness
- Geographical knowledge.
- Previous experience in call centres
We are looking forward to your application.
How to Apply