Customer Service Advisor

Schedule: Full-time

Shift: Flexible Working Times

IT’S AN OPPORTUNITY TO HELP THE WORLD GET ON TOGETHER

Why do people call us the world’s most international company? Is it because we operate in more countries than any other logistics provider? Is it because we invented cross border shipping over 45 years ago? Or is it, perhaps, because what we do connects people across the world. And the more we can connect people, the better life on earth becomes.

We love our role in the world. And we’re looking for the right people to help us maintain – and grow it. People like you.

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

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

Liaise with Operations Department and other departments on quick and efficient resolution of customer issues and queries

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 Service procedures as outlined in the department manuals, while maintaining discretion to exercise flexibility to customers’ needs within reasonable limits in consultation with HEAD of Customer Service

Incumbent has no direct report 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

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 look forward to receiving your application!