Job Description

Role Purpose

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.

Offer alternatives to customers and seize upselling and cross-selling opportunity of valued added services (e.g.for more clarification

Sales Leads, shipment insurance) during interaction with customer

• 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

• Liaise with Operations and other departments for quick and efficient resolution of customer issues and queries
• 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 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) to carry out relevant CS orientation / training programs for new or existing CS staff

Functional Experience

• 2 years experience in a Customer Contact Centre or Telesales environment in a service industry (preferable)
• Experience working in teams

Education / Qualification / Certification

• Graduation or Diploma (equivalent)

Skills Required

• Customer Service