Customer Service Advisor

Deutsche Post


IT’S NOT JUST AN OPPORTUNITY TO GET ON THE CAREER LADDER.
IT’S AN OPPORTUNITY TO HELP THE WORLD GET ON TOGETHER
Why do people call us the world’s most international company? Is it because we operate in more countries than any other logistics provider? Is it because we invented cross border shipping over 45 years ago? Or is it, perhaps, because what we do connects people across the world. And the more we can connect people, the better life on earth becomes.
We love our role in the world. And we’re looking for the right people to help us maintain – and grow it. People like you.
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.
• To handle all requests from customers for import collections and from the Network for Inbound and Outbound collections. By handling these requests within a set period of time we aim to improve the turnaround time of the booking request therefore optimising the revenue opportunity and minimise customer’s dissatisfaction therefore establishing DHL’s reputation as a company that cares about its customers. All Service Desk bookings are pro-actively monitored to ensure the process is consistently successful which in turn increases the customers shipping experience.
• 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
 Complete calls to customers, displaying a proactive attitude and consistent customer care, promoting a positive image of DHL.
 Complete e mail communication with customers both internal and external displaying e mail etiquette, consistent customer care and promoting a positive image for DHL.
 Take personal accountability for each collection request until exported from / imported into Malawi to inspire confidence, trust and brand loyalty with all Customers
 Ensure that security both internally (as in safeguarding of confidential company information) and externally is maintained at
the highest levels.
 To undertake other duties as assigned by Manager/Supervisor to ensure that the department operates effectively and efficiently according to network standards.
 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 Serve procedures as outlined in the department manuals, while maintaining discretion to exercise flexibility to customers’ needs within reasonable limits in consultation with DX supervisors and managers.
 Accept, log and manage, all collection requests for exports from overseas Countries
 Contact customers to agree a mutually acceptable time to arrange for the courier to collect their parcel
 Arrange courier to collect customer’s goods via customer service booking system
 Monitor the collection of the customer’s goods via the customer service tracing system and matching customer / company name against Airway Bill
 Update the requesting Country of the progress of the collection either via e mail or Customer Service Pick Up Request Tool
 Update the requesting customer of the progress of the collection either via e mail or telephone
Minimum Requirements
• Typing skills (at least 30wpm preferable)
• Telephone skills (excellent)
• Conflict resolution skills (excellent)
• Selling skills (excellent)
• Technical skills (Telephone and Order Booking systems preferable)
• 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 centres
READ:   Customer Experience Associate II

  • Seniority level


    Associate

  • Employment type


    Full-time

  • Job function


    Customer Service and Information Technology

  • Industries


    Marketing and Advertising, Machinery, and Staffing and Recruiting


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