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DHL

Customer Service Advisor

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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.

Responsibilities

§ Assist the CS Team-Leader or the Head of Customer Service to carry out relevant CS staff orientation programs and on- the-job training for CSA recruits

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/attend to customers calls or Email & Chat queries consistently and confidently according to the required standards and service level agreements.

§ 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 and CS Team Leader.

Skills & Qualifications

  • 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 centres2 years DHL Sales, Operations or Customer service experience
  • Experience within a customer relations environment
  • University degree / Higher Diploma

We are committed to equal opportunity and reject any forms of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience.