Customer Services Advisor

DHL - Dubai, UAE

Job Description

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

Skills

• Excellent verbal communication skills and interpersonal style
• Excellent personal presentation, grooming and hygiene
• Reasonable knowledge of local metro areas
• Excellent organisational skills, including ability to prioritise workload
• Ability to effectively contribute as a team member as part of a busy team
• Proven ability to work under pressure in a fast paced, time sensitive environment
• Demonstrated ability to use initiative/judgement to solve job related issues
• Demonstrated attention to detail
• Good understanding of DHL Network
• Impeccable all round oral and written communication
• Strong problem solving capability
• Desire to get the job done
• Passion to provide excellent Customer Service
• Right first time philosophy
• Good Negotiation skills
• Sound educational back ground with knowledge of the Service Industry, an added advantage
• Working knowledge of Microsoft Word, Excel and Power Point.
• Good oral and written communication skills - English & Arabic preferable
• Self motivated individual capable of taking ownership and working independently
• Tolerance for stress in a fast paced working environment.
• Excellent planning and organising skills
• Adheres to policies and procedures
• Possesses good relationship building and interpersonal skills

Education

A minimum of grade 10 schooling or equivalent

About This Company

DHL is the global market leader in international express, overland transport and air freight. It is also the world's number 1 in ocean freight and contract logistics. DHL offers a full range of customized solutions - from express document shipping to supply chain management.