About this role
IT’S NOT JUST AN OPPORTUNITY TO GET ON THE CAREER LADDER.
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.
Job Purpose
Provide day-to-day administrative support with readily available advice for contact center programs and activities to deliver sales and service propositions and enhance customer satisfaction in line with business strategy and financial objectives, Group guidelines and policies
Typical Business Titles
Customer Service Advisor (Contact Centre)
Differentiator
- Individual contributor who completes activities or fulfills targets under immediate supervision and guidance and executes assigned tasks according to specific standards and guidelines
- Entry-level position typically requiring little to no prior knowledge or experience
- Work is routine or follows standard procedures and closely supervised
Key Tasks
§ 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
§ May be required to perform additional task over the current role.
Stakeholders
- Support and interact primarily with colleagues of own team
- Communicate information that requires little explanation or interpretation
- Address task-related issues appropriately to maintain work relationships
People Management
- 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.
Skills
- 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
- Persuasion
- Empathy
- Adaptability
Qualifications & Key Requirements
Education Level
University degree / Diploma
Experience Level
less than 2 years