Customer Contact Centre Advisor - #1105765

Overall Role Purpose:

Reporting to the Customer Service Supervisor in our Contact Centre, you should confidently and knowledgeably provide the full suite of DHL customer service offerings to all parties contacting DHL Express via the customer service hotline and other contact modes (including chat). This includes:

• Accept and register bookings for DHL Express services.

• Offer alternatives to customers and potentially turn information calls into sales leads or identify other additional value added services to customers when opportunities arise during the course of interaction.

• Respond to customer queries by providing accurate information consistently in all areas such as custom requirements, transit time and prices

• Enhance service experience in DHL Express by exercising professionalism and empathy when dealing with each individual customer’s varying needs and demands.

• Liaise internally with the Operations Department and other departments where applicable, on 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 existing Customer Service procedures as outlined in the department manuals, while maintaining discretion to exercise flexibility to customers’ needs within reasonable limits in consultation with CS supervisors and managers.

Job Requirements:

• Preferably with 2 years of relevant experience in a call centre environment or Telesales environment in a service industry.

• Team player with a positive attitude.

• Possess excellent interpersonal and PC skills with strong proficiency in English.

• Result-oriented, able to multi-task and committed to service excellence.

• Shortlisted candidate must be able to commit on night shift (up till 11pm), including weekends and public holidays.

• Preferably GCE 'O' level or equivalent.