Customer Service Advisor

Would you like to become part of the world's most international company in the world?

A company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet.

Do you want to make a difference? Then come to our "Insanely Customer Centric" Team and become a Certified International Specialist!

DESCRIPTION:

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 lay down by DHL Network.

YOUR TASKS :

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 demand.
• Attends to customer's email within 24 hours.

Sub function Department

• Liaise with Operations Department and other department 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 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 & Customer Service Team leader.

YOUR PROFILE :

• 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
• Minimum 2 years in Customers services environement
• Being able to speak in English

OUR OFFER:

• Strong career support in an international environment.
• Great culture and colleagues.
• Multifarious benefit program.

Do you see a personal challenge in these versatile and responsible tasks? Then apply now!

We look forward to receiving your application !