Customer Service Representative

Role Purpose

As a Customer Inquiry Advisor, you will be the face and voice of DHL Express, confidently providing a comprehensive suite of customer service solutions. Your primary goal is to manage shipment bookings, handle inquiries, and provide real-time tracking updates with professionalism and empathy, ensuring every interaction enhances the DHL service experience.

Key Responsibilities

• Customer Interaction: Serve as the primary point of contact for customers via the hotline and various communication modes, providing expert advice on DHL service offerings.

• Booking Management: Efficiently accept and register shipment bookings, ensuring all data is accurate and up-to-date.

• Information Expert: Provide precise information regarding customs requirements, transit times, and competitive pricing to facilitate seamless shipping.

• Sales Lead Generation: Proactively identify opportunities to offer alternative services or value-added solutions, turning simple inquiries into potential sales leads.

• Issue Resolution: Liaise with the Operations department and other internal functions to ensure quick and efficient resolution of customer queries.

• Service Excellence: Exercise high levels of empathy and professionalism to meet the varying needs and demands of individual customers.

• Process Improvement: Actively highlight areas for procedural or technological improvement and suggest solutions to enhance the overall customer journey.

• Operational Support: Provide necessary assistance to the backline team and manage import requests as required to maintain service flow.

• Policy Adherence: Strictly follow established Customer Service procedures while maintaining the discretion to offer flexibility within reasonable limits.

• Professional Representation: Build trust and integrity through expert-level service, acting as a reliable representative of the DHL brand.