Overall Role Purpose
The Customer Services Advisor is responsible for answering customer calls and inquiries ensure customers bookings and traces are actioned as per network standards and provide a competent, courteous, efficient and proactive point of contact for customers both internal and external. The agent is also responsible in helping to achieve revenue targets through effectively promoting and selling DHL’s products and value added services.
Customer
• Act as an ambassador for DHL at all times and attend to customer needs in a professional, friendly and courteous manner
• Ensure that a high level of professional rapport is developed and maintained with all customers
• Follow up on all customer enquiries and direct customer to the correct DHL department where further information is required
• Maintain proactive work processes to ensure teamwork, shuttle procedures and overall base performance is achieved
• Provide a high level of customer service and professionalism taking into account the consideration that all DHL customers have an express requirement and are looking for instant and immediate action
Internal
• Follow customer service procedures as outlined in the manual to comply with the ISO procedures and safe working practices
• Maintain a thorough knowledge of all departments, DHL network, products and services so that customers are provided accurate information on pricing, transit times, clearance delays, custom paperwork requirements, packing, accounting and sales queries with confidence at all times
• Highlight any recurring problems that are manifested through traces and then direct the information accordingly so that corrective actions can be taken promptly
• Promote and sell DHL’s value-added services such as Insurance, Import Express and TDD and participate actively in the Sales Lead programme to contribute to the country revenue
• Highlight opportunities and suggest solutions to improve DHL’s procedures, technology and service so that DHL can provide continuously universally high level of service to all customers
• Work effectively both individually and as part of a team to achieve both individual and department goals and objectives and strive consistently to promote a positive team spirit
Third Party Agents
• Deal competently with customer complaints and take all possible actions to resolve the issue to their fullest satisfaction with minimal intervention of team leaders
Process
• Record customer bookings accurately on CSM and enter relevant data so as to ensure perfect bookings thus offering DHL’s most suitable service to the customer
• Track and trace shipments in adherence to DHL’s network trace standards and investigate thoroughly undelivered, returned, delayed, lost, damaged and held shipments. Ensure that the customer is fully updated on any query or issue within the agreed time of one hour and if an alternate call back time has been agreed with the customer on a specific issue/query, the jobholder has to enter this into STM and adhere to this deadline
Job Details
Date Posted:
2012-08-30
Job Location:
Dubai, United Arab Emirates
Job Role:
Customer Service
Company Industry:
Distributions and Logistics; Shipping; Warehousing
Preferred Candidate
Career Level:
Mid Career
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