Customer Service Representative

Job description

Role Purpose

As a Customer Inquiry Advisor , you will be the face and voice of DHL Express, confidently providing a comprehensive suite of customer service solutions. Your primary goal is to manage shipment bookings, handle inquiries, and provide real-time tracking updates with professionalism and empathy, ensuring every interaction enhances the DHL service experience.

Key Responsibilities

Customer Interaction: Serve as the primary point of contact for customers via the hotline and various communication modes, providing expert advice on DHL service offerings.

Booking Management

Efficiently accept and register shipment bookings, ensuring all data is accurate and up-to-date.

Information Expert

Provide precise information regarding customs requirements, transit times, and competitive pricing to facilitate seamless shipping.

Sales Lead Generation

Proactively identify opportunities to offer alternative services or value-added solutions, turning simple inquiries into potential sales leads.

Issue Resolution

Liaise with the Operations department and other internal functions to ensure quick and efficient resolution of customer queries.

Service Excellence

Exercise high levels of empathy and professionalism to meet the varying needs and demands of individual customers.

Process Improvement

Actively highlight areas for procedural or technological improvement and suggest solutions to enhance the overall customer journey.

Operational Support

Provide necessary assistance to the backline team and manage import requests as required to maintain service flow.

Policy Adherence

Strictly follow established Customer Service procedures while maintaining the discretion to offer flexibility within reasonable limits.

Professional Representation

Build trust and integrity through expert-level service, acting as a reliable representative of the DHL brand.

Qualifications, Experience, and Competencies University Graduate

Must hold a bachelor’s degree from a recognized institution.

Experience

Experience in a Customer Contact Center or Telesales environment within a service industry is highly preferred.

Language Proficiency

Excellent command of both spoken and written English is required.

Communication Skills

Exceptional verbal and written communication skills, with the ability to adjust style to meet the needs of diverse audiences.

Equal Treatment Clause

We are committed to fostering equal opportunity and strictly reject all forms of discrimination. At DHL Group, employee selection is based exclusively on individual qualification, performance, skills, and professional experience. ✨ We Deliver the Difference ✨ We Care ✨ We Grow Together Do you see a personal challenge in these versatile and responsible tasks? Then Apply Now!