Fixed Term Customer Service Advisor - Military veterans preferred

Role Title: Fixed Term Customer Service Advisor

Overall Role Purpose: Confidently and knowledgeably provide the full suite of DHL customer service offerings (e.g. booking, enquiries, shipmentstatus, tracking etc) to all parties contacting DHL via the customerservice hotline and other contact modes. Providing an efficientand professional service to DHL customers through prompt,courteous and accurate responses to Customer’s enquiries.Maintaining the existing customer base by building customer loyalty through an effective problem solving and customer care.

Accountabilities:

• Accept and register bookings for DHL service
• Offer alternatives to customers and potentially turninformation calls into sales leads or identify other additional
  value added services to customers when opportunities ariseduring the course of interaction
• Respond to customers consistently and confidently byproviding 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 Department and other departments onquick 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 departmentmanuals, while maintaining discretion to exercise flexibility to customers’ needs within reasonable limits in consultation with other supervisors and managers
• Works cooperatively with others to achieve target andobjectives. Accomplishes own tasks in support of team goals
  and actively offers to help colleagues. Supports group decisions. Suggests improvement ideas based on his/her
  learning

Qualifications

• University Degree
• Typing skills (at least 30wpm preferable)
• Telephone skills (excellent)
• Conflict resolution skills (excellent)
• Selling skills (excellent)
• Technical skills (Telephone and Order Booking systems
  referable)
• Communication skills – spoken and written(excellent)
• Negotiation and interpersonal skills (excellent)
• Sound customer relationship experience
• Strong understanding of customer service andOperations