Customer Service Advisor, Frontline

Respond to customers consistently and confidently by providing accurate information in all areas such as custom requirements, transit time and prices
Adhere to global CS procedures while maintaining discretion to exercise flexibility to customers’ needs within reasonable limits in consultation with CS supervisors and managers
Offer alternatives to customers and seize upselling and cross-selling opportunity of valued added services (e.g. Sales Leads, shipment insurance) during interaction with customer
Liaise with Operations and other departments for quick and efficient resolution of customer issues and queries
Accept and register bookings for DHL services
Enhance service experience in DHL by exercising professionalism and empathy when dealing with each individual customer’s varying needs and demands
Assist the supervisors (if applicable) to carry out relevant CS orientation / training programs for new or existing CS staff
Highlight areas for improvement with suggested solutions to improve DHL’s procedures, technology and service to positively enhance customer’s experience with DHL

Experience working in teams
Ability to work in shift
Expected years of experience: 2 years experience in a Customer Contact Centre or Telesales environment in a service industry (preferable)
Expected Educational Qualifications: College or University Degree (preferable) or Diploma
Typing skills (at least 30 wpm preferable)
Telephone skills (excellent)
Negotiation and interpersonal skills (excellent)
Technical Skills (Telephone and Order Booking systems preferable)
Conflict resolution skills (excellent)
Communication skills - spoken and written (excellent)
English skills – verbal and written (good)

Strong career support & lots of opportunities in an international environment.
Global certified training and a professional coaching & feedback culture
Multifarious engagement activities under “Best Day Everyday Everyday” our Health & Well being program
Respect and Results culture
Multifarious benefit programs including:
13th month salary
15 annual leave days
Health Insurance premium package from Generali
Upselling Bonus
Quarterly Incentive

Cập nhật gần nhất lúc: 2022-08-05 17:43:03