Main Accountabilities
• Accept and register bookings for DHL services
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)
Education / Qualification / Certification
Requirements Graduation or Diploma (equivalent)
DHL is the leading global brand in the logistics industry. Our divisions offer an unrivalled portfolio of logistics services ranging from national and international parcel delivery, e-commerce shipping and fulfillment solutions, international express... Read More
