Position Title: Fixed Term Customer Service Advisor
Employer: DHL
Employment: Full-Time | Contract
Place of Work: Addis Ababa - Ethiopia
Posted date: 10 months ago
Deadline: Submission date is over
Overall Role Purpose:
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.
Accountabilities:
- Accept and register bookings for DHL service
- 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 other supervisors and managers
- Works cooperatively with others to achieve target and objectives. Accomplishes own tasks in support of team goals and actively offers to help colleagues. Supports group decisions. Suggests improvement ideas based on his/her learning
Qualifications
- University Degree
- Typing skills (at least 30wpm preferable)
- Telephone skills (excellent)
- Conflict resolution skills (excellent)
- Selling skills (excellent)
- Technical skills (Telephone and Order Booking systems referable)
- Communication skills – spoken and written(excellent)
- Negotiation and interpersonal skills (excellent)
- Sound customer relationship experience
- Strong understanding of customer service and Operations
