Main Accountabilities:
- Accept and register bookings for DHL services.
- Offer alternatives to customers and seize upselling and cross-selling opportunities of value-added services (e.g., Sales Leads, shipment insurance) during interaction with the customer.
- Respond to customers consistently and confidently by providing accurate information in all areas, such as customs requirements, transit time, and prices.
- Enhance service experience in DHL by exercising professionalism and empathy when dealing with each customer’s varying needs and demands.
- Liaise with Operations and other departments to quickly and efficiently resolve customer issues and queries.
- Highlight areas for improvement with suggested solutions to improve DHL’s procedures, technology, and service to enhance customers’ experience with DHL.
- Adhere to global CS procedures while maintaining discretion to exercise flexibility to customers’ needs within reasonable limits in consultation with CS supervisors and managers.
- Assist the supervisors (if applicable) in carrying out relevant CS orientation/training programs for new or existing CS staff.
Requirements:
- 2 years experience in a Customer Contact Centre or Telesales environment in a service industry (preferable)
- Diploma in Business (preferable) or equivalent
- Fluent in English
