Customer Enquiry Advisor
Job Description
- POSITION IDENTIFICATION:
Job Title
Customer Enquiry Advisor
Corporate Division
DHL Express
Business Division
Customer Service
Business Unit
SA Customer Service
Job Grade
O
Reports to
Customer Enquiry Supervisor
- KEY PURPOSE:
The call center 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. The advisor is responsible to be on time when scheduled and to adhere to the schedule as stated by the management. The advisor also responsible in helping to achieve revenue and upselling targets through effectively promoting and selling DHL's products and value added service.
- REPORTING RESPONSIBILITIES:
Nil
- KEY WORKING RELATIONSHIPS
CONTACT
FREQUENCY
REASON
a. Internal
Operations Supervisor
Ad hoc
Special pick-up or delivery
Call Center Manager & Supervisor
Daily
Complaints, roster, support, coaching and meetings
Dispatcher
Ad hoc
Special Pick-up
Finance and HR
Periodically
When business or personal need requires
Call Center Supervisor
Daily Sales leads, customer query, evaluation, coaching, roster, complaint support, challenges faced
b. External
Customers
Daily
Make bookings, Selling, Trace Shipment, Sales Leads, AWB Request, Transfer Calls, Pricing, transit time info etc., Follow-up Calls
- DECISION MAKING AUTHORITY:
Open traces, updating customer with shipment process, call the operation to check time of delivery, provide customer with shipping process and requirements, register booking, open sales leads, open quotes sells the products and service, address complaints, maintain good relation with the customers by providing them with the highest quality service possible to offer.
- PRINCIPAL ACCOUNTABILITIES:
OUTCOME
MECHANISMS
Service Quality
- Arrange Booking for pickup
- Customer complaint handling
- Transfer Calls
- Make follow up calls
- Tracing shipment. Open and provide information
- Capture all types of calls
Customer Service
- Supply correct & precise information to customers and advise customers of shipment acceptance & carriage.
- Sell insurance to customers wherever possible.
- Always support customer requests and follow up when needed
- MAJOR CHALLENGES
Handling angry customers
Grade of service GOS:Answer Greater than or equal to 90% of inbound calls within 10 seconds, this is done through adhering to schedule as planned and set on the roster.
Abandon calls: Maintaining Less than or equal to 1% of lost calls from total calls received above 10 secs
Doing it right every time and simplify customer's life to the best of his/her ability.
- PERSON SPECIFICATION
-
- Education
Preferable 1 year experience on Customer service
Essential
- Excellent spoken and written command of the Arabic ( English for non-Saudi advisors) and Fair spoken and written command in English language with a cheerful, confident, professional and courteous tone
- Excellent interpersonal skills and relates well with a wide range of people/ customers understanding
- Experience in resolving straight forward customer conflict
- Demonstrated excellent attention to detail
- Demonstrated ability to work effectively as part of busy team
- Basic computer skills including the ability to navigate around a computer
- Ability to work flexible roster hours, including schedule breaks
- Working knowledge of Microsoft Office
- Tolerance for stress in a fast paced working environment
Desirable
- Previous call center experience
- Previous experience dealing with a wide range of customers face to face or over the phone in busy service industries
- Previous experience of telephone and/or electronic order booking system
- Demonstrated success in achieving target through selling service and products
-
- Technical Knowledge/Skills
Using the PC
-
- Personal Attributes
Patience
Arabic Language Skills
English Language Skills (an advantage)
- COMPETENCIES
INFLUENCING THE BUSINESS
PASSION FOR CUSTOMER SERVICE: Drive to identify, understand and give high priority to customer needs. Anticipating and providing solutions to internal and external customers in a helpful, friendly and honest manner.
INTERPERSONAL / COMMUNICATION
COMMUNICATION: Ability to express well-thought concise and timely oral and written information. Ability to adjust language or terminology to the characteristics and needs of the audience.
INTERPERSONAL UNDERSTANDING: Ability to understand the perceptions and needs of others, as well as to pick up clues to others current unspoken thoughts and feelings. Understanding the underlying reasons for behaviours and concerns.
TEAMWORK: Working effectively within a team or outside the formal line of authority to accomplish objectives. Demonstrating understanding of how own role fits within DHL as a whole.
PERSONAL
ACHIEVEMENT DRIVE: Demonstrating a high level of commitment, energy, resilience and tenacity in doing the job. Being frustrated with the status quo. Setting high standards and challenging goals and continually striving to reach or exceed them.
ATTENTION TO DETAIL: Showing a general concern for all aspects and details of the job, accurately checking own work and monitoring data.
INITIATIVE: Willingness to take up an idea that can add value to the business, run with it and turn it into reality. Taking action to ensure objectives are met or exceeded without being asked.
TOLERANCE FOR STRESS: Maintaining stable performance under pressure and remaining calm, objective and controlled in responding to urgent situations.
PROBLEM SOLVING
DECISION MAKING/JUDGEMENT: Ability to choose between different alternatives with care. Use sound judgement in conditions of uncertainty
TECHNICAL / PROFESSIONAL
DHL KNOWLEDGE: Demonstrating an adequate knowledge of DHL strategy, services, products, organisation, procedures and business processes.
JOB KNOWLEDGE/SKILLS: Achieving a high level of job-related knowledge and skills. Assimilating and applying in a timely manner new job-related information.
Job Details
Employment Types:
Full time
Industry:
Courier / Freight / Transportation
Function:
IT , Banking, Insurance & Financial Services , Guards / Security Services
Roles:
Other Roles
Skills:
Judgement Commitment High Standards English Language Skills Sound Judgement Evaluation supplies Resilience dhl strategy English Language Basic Computer Skills Coaching Decision Making Order Booking Interpersonal Teamwork Call Center Services Business Process Selling Service Willingness Technical Knowledge Proactive Sales Customer Needs Customer Service Precise Communication Skills Up-Selling service industries Call Center Experience Electronics Confident Problem Solving Straight Forward Interpersonal Skills Speaking Skills pricing management Attention To Detail Computer working environment influential Arabic Language Promoting Handling Complaint Honesty Friendliness Reporting Selling courteous Management Advise Customers Network Performance Microsoft Office Reports
