Customer Service Advisor (Frontline)

YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS.

Would you like to become part of the world’s most international company?

A company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet.

Do you want to make a difference? Then come to our Insanely Centric Team and become a Certified International Specialist!

YOUR TASKS

1. Provide the full suite of DHL Customer Service offerings confidently, knowledgeably and professionally (e.g. booking, enquiries, shipment status, tracking, etc.) to all parties contacting DHL via the Customer Service Hotline, Email, Live Chat, and Social Media.
2. Act as the ICCC ambassador in creating the first positive impression in carrying the DHL’s brand image and proactively assist customers in resolving their issues.
3. Adhere to the Centre of Excellence (COE) standards and guidelines in daily operations to ensure the highest standard of quality and efficiency.
4. Support and embrace change to make the business more successful and competitive in the market – Best in Class.
5. Exhibit the highest level of expertise in performing day-to-day functions and tasks demonstrating high-level customer experience skills within the team.
6. Offer alternatives to customers and seize upselling and cross-selling opportunities of valued added services (e.g. Sales Leads, Shipment Insurance, Extended Liability, and Time Definite Express) during interaction with customers.
7. Respond to customers consistently and confidently by providing accurate information in all areas such as customs requirements, transit time, and quotations.
8. Enhance the service experience in DHL by exercising professionalism and empathy when dealing with each individual customer's varying needs and demands.
9. Liaise with Operations and other departments for quick and efficient resolution of customer issues and queries.
10. Highlight areas for improvement with suggested solutions to improve DHL’s procedures, technology, and service, to enhance customers’ experience with DHL positively.
11. Adhere to Global Customer Service procedures while maintaining discretion to exercise flexibility to customers’ needs within reasonable limits, in consultation with Supervisors and Managers.
12. Achieve “Best Day Every Day” demonstrating DHL Express four attributes: Speed, Can Do, Right First Time, and Passion.

YOUR PROFILE

1. Strong passion for continuously delivering a superior customer experience.
2. Exhibits an exceptional degree of ingenuity, creativity, resourcefulness, and empathy.
3. Well-developed relationship skills and ability to network with multiple levels of an organization and other business units.
4. Typically requires O/A Levels or Diploma (preferable) or equivalent.
5. 2 years’ experience in a Customer Contact Centre or Telesales environment in a service industry (preferable).
6. Able to work in a team and support team goals.
7. Excellent telephone skills, conflict resolution skills, negotiation, and interpersonal skills.
8. Technical Skills (Telephone systems, Order/Shipment Track & Trace Systems, and Order Booking systems preferable).
9. Excellent written communication skills (preferable).
10. Typing skills of 30-35 wpm (preferable).
11. Experience in managing customer interactions through non-voice channels (e.g. Email, Live Chat, and Social Media) would be beneficial.
12. Working knowledge of social media best practices and social media tools would be beneficial.

OUR OFFER

1. Strong career support in an international environment.
2. Great culture and colleagues.
3. Multifarious benefit program.

Do you see a personal challenge in these versatile and responsible tasks?

Then apply now! We look forward to receiving your application!