Would you like to become part of the world's most international company?
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 join our Insanely Customer Centric Team and become a Certified International Specialist!
JOB OVERVIEW
• The Customer Enquiry Advisor is responsible for answering customer calls and inquiries. Ensure customer bookings, shipment status and tracking calls are answered and responded to as per network standards. Provide a competent, courteous, efficient and proactive point of contact for customers both internal and external.
• The agent is also responsible for helping to achieve revenue targets through effectively promoting and selling DHL’s products and value added services.
• The customer service department has been structured to provide telephone assistance to customers (internal and external) when making inquiries, with regards to delayed or missing shipments. The department expands DHL’s capabilities, both re-actively and pro-actively, to ensure that all customers (internal and external) experience consistently high levels of service at all times.
• The multifunctional Customer Service Agent must ensure that service levels are constantly met and exceeded through accurate bookings, trace escalations and regular communication with both the network and the customer.
MAIN RESPONSIBILITIES
• Provide a high level of customer service and professionalism taking into account the consideration that all DHL customers have an express requirement and are looking for instant and immediate action.
• 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
• 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 CS supervisors and managers.
• Maintain a thorough knowledge of all departments, DHL network, products and services in order to provide customers with accurate information, transit times, clearance delays, customs paperwork requirements, packing, accounting and sales queries with confidence at all times.
• Highlight any recurring problems that are manifested through traces and then direct the information accordingly so that corrective actions can be taken promptly.
• Highlight opportunities and suggest solutions to improve DHL’s procedures, technology and service so that DHL can provide continuously on a universal level high standards of service to all customers.
• Work effectively both individually and as part of a team to achieve both individual and department goals and objectives as well as strive consistently to promote a positive team spirit.
• Deal competently with customer complaints and take all possible actions to resolve any issues to their fullest satisfaction with minimal intervention of supervisor.
• Enhance service experience in DHL by exercising professionalism and empathy when dealing with each individual customer's varying needs and demands.
• Deal competently with customer complaints and take all possible actions to resolve any issues to their fullest satisfaction with minimal intervention of supervisor.
• Other duties and responsibilities as and when required by supervisors, management or the business.
EXPERIENCE, SKILLS & QUALIFICATION REQUIREMENTS
• Must have at least 2 years of experience working in a Customer Service/Call Centre in a Large Organisation.
• Minimum of Bachelor’s or Associate Diploma degree level.
• Sound educational back ground with knowledge of the Service Industry, an added advantage.
• Fluent in English and Arabic languages.
• Working knowledge of Microsoft Word, Excel and Power Point.
• Good oral and written communication skills.
• Self-motivated individual, capable of taking ownership and can work independently.
• Tolerance for stress in a fast-paced working environment.
• Excellent planning and organising skills.
• Passion for satisfying customers.
• Typing speed of 35 words per minute.
• Possesses good relationship building and interpersonal skills.
https://dhlexpress.taleo.net/careersection/startseite/jobdetail.ftl?job=220087B&lang=en
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