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.
  
  
  

Qualifications, Experience, And Competencies

• University Graduate: Must hold a bachelor’s degree from a recognized institution.
• Experience: Experience in a Customer Contact Center or Telesales environment within a service industry is highly preferred.
• Language Proficiency: Excellent command of both spoken and written English is required.
• Communication Skills: Exceptional verbal and written communication skills, with the ability to adjust style to meet the needs of diverse audiences.
  
  
  

We 𝗗𝗲𝗹𝗶𝘃𝗲𝗿 𝘁𝗵𝗲 𝗗𝗶𝗳𝗳𝗲𝗿𝗲𝗻𝗰𝗲

We 𝗖𝗮𝗿𝗲

We 𝗚𝗿𝗼𝘄 𝗧𝗼𝗴𝗲𝘁𝗵𝗲𝗿

Do you see a personal challenge in these versatile and responsible tasks? Then Apply Now!