RETAIL OUTLET OFFICER
Main Accountabilities:
- Ensure delivery of professional service to all walk-in and account customers at all times.
- Proactive selling of DHL services, such as TDD, SII, and PDN, to ensure tap on every business opportunity and acquire optimized revenue
- Provide after-sales service to customers by registering special pre-alerts and following up on special customer requests.
- Ensure the updated customer information is shared with respective sales, and be responsible for all service-related information being filed and updated.
- Answer both walk-in and telephone inquiries.
- Provide support in processing the redemption service for the marketing campaign.
- Maintain retail outlet clean and tidy.
- The incumbent has no direct reports or authority over country lines or functional personnel. Nevertheless, he/she must demonstrate the ability to influence decisions/actions.
Requirements:
- Working experience in the service and sales industry
- Bachelor degree
- English: Fluent (written and spoken)
Benefits:
- Multifarious benefit programs.
- Strong career support & lots of opportunities in an international environment.
- Training: both online and offline with Global DHL Standards.
- Coaching & Feedback culture allows you to advance further in short-term and long-term development goals.
- Working together based on DHL values of “Respect and Results”.
- Multifarious engagement activities under “Best Day Everyday” – our Health & Well-being program.
- Employee hobby clubs, sports championships.
CUSTOMER SERVICE ADVISOR
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
Benefits:
- Strong career support & lots of opportunities in an international environment.
- Training: both online and offline with Global DPDHL Standards.
- Coaching & Feedback culture allows you to advance further in short-term and long-term development goals.
- Working together based on DPDHL values of “Respect and Results”
- Multifarious engagement activities under “Best Day Everyday” – our Health & Well-being program.
- Sports/Hobby Clubs.
SALES TRAINING INTERN
Main Accountabilities:
- Assist in set-up, logistics, and maintenance of classes offered by the Sales Training team.
- Monitor attendance and onboarding process of Commercial members
- Support “New Sales Academy” & “Discovery Event” rollout: Training material preparation, training admin.
- Support shooting & making videos for “Practice Sell Like Never Before”, Commercial events.
Requirements:
- Currently pursuing a Bachelor’s in Business Administration, International Business, or a related field.
- Available to work at least 3 days/week
- Good English in both writing & speaking
- Other Tool skills: Excel, PowerPoints, Canvas, Video shooting & designing
- Can-do attitude & commitment to excel
- Team Player
Benefits:
- Strong career support & lots of opportunities in an international environment.
- Professional coaching & feedback culture
- Respect and Results Culture
- Multifarious engagement activities under “Best Day Everyday” – our Health & Well-being program
