Customer Service Advisor

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.

Key Responsibilities

• 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
• 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
• Acts responsibly and can be counted on to keep commitments. Complies with the intent of policies, procedures and agreement. Builds others’ trust in own professionalism, integrity, expertise and ability to get results. Is informed on current customer satisfaction with pick-up and delivery/customer service/billing and takes action to improve performance to provide an even better customer experience.
• Acts in a responsive manner towards customer requests
• Provides both verbal and written information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style, tools and mode to the needs of others. Listens attentively, and summarizes or asks questions, when, needed, to clarify information. Conveys a courteous, honest, helpful, caring and professional demeanor with customers.
• Remains calm, objective and controlled in responding to urgent or demanding situations. Maintains effective performance under pressure. Stays positive. “Can do” Attitude

Minimum Requirements

Education and experience

• 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
• Mental Alertness
• Assertiveness
• Geographical knowledge.
• Previous experience in call centers
• University degree / Higher National Diploma with
• Two years relevant work experience

Skills Required:

• Customer / Service / Secretarial
• Logistics / Supply / Chain