IT'S NOT JUST AN OPPORTUNITY TO GET ON THE CAREER LADDER.
IT'S AN OPPORTUNITY TO HELP THE WORLD GET ON TOGETHER
Why do people call us the world's most international company Is it because we operate in more countries than any other logistics provider Is it because we invented cross border shipping over 45 years ago Or is it, perhaps, because what we do connects people across the world. And the more we can connect people, the better life on earth becomes.
We love our role in the world. And we're looking for the right people to help us maintain and grow it. People like you.
Job Purpose
Administer contact center plans and programs to deliver sales and service propositions and enhance customer satisfaction in line with business strategy and financial objectives, Group guidelines and policies
Typical Business Titles
Customer Service Advisor
Differentiator
- Apply broad theoretical job knowledge typically obtained through advanced education
- Work is closely supervised
- Problems faced are not typically difficult or complex
Key Tasks
- Administer implementation of contact center plans and programs
- Execute inbound/ outbound phone calls, emails and web based chats/instant messaging to handle customer inquiries, orders, service requirements and complaints.
- Achieve sales, service and customer satisfaction targets and deliver high quality of service
- Handle customer queries generated on telephone, emails and web based chats/instant messaging, clarify issues and solve problems for customers
- Keep self-updated on company's products and services
- Gather relevant information to respond to customer inquiries related to organizational products/ services
- Highlight issues for better development and administration of contact center processes and systems
- Apply day-to-day standard organizational procedures and processes within contact center
- Verify invoices and assist in customer payment arrangements with Finance
Stakeholders
- Explain facts, policies and practices related to job area
- Support and interact primarily with colleagues of own sub-function
- Develop a network of contacts to build up relationships and strengthen the organizational, product and market knowledge
Management Responsibility
- Individual contributor without direct responsibility for leading others
Skills
CRM, Customer Satisfaction, NPA, Call Centers, Account Management, Telecommunications, Operations Management, Complaints, Payments, Sales Support, Change Management, Compliance, Data Entry, Databases, Persuasion, Empathy, Adaptability, Positive Language, Clear Communication, Effective Listening, Self Control, Patience, Time Management, DHL Business Knowledge, Business Processes, Business Strategy, Market Research, Project Management, Stakeholder Management, Influencing, Feedback, Presentation & Storytelling, Facilitation
Qualifications & Key Requirements
Education Level
A degree in a business-related qualification from a recognized university.
Experience Level
Less than 2 years
