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Customer enquiry advisor

1 month ago

Manama, Manama, Bahrain DHL Express Full time
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? The more people we connect, the better life will be on our planet. Join our team and discover how an international network focused on service, quality, and sustainability can connect people and improve lives through the power of global trade. Not just for our customers, but for every member of our team too. To learn more about our culture, motivated people, and our purpose, please visit www.dpdhl.jobs/express. Do you want to make a difference? Then come to our 'Insanely Customer Centric' Team and become a Certified International SpecialistROLE PURPOSE: The Customer Enquiry Advisor is responsible for answering customer calls and inquiries. Ensure customer bookings, shipment status, and tracking calls are answered and responded to as per network standards. Provide a competent, courteous, efficient, and proactive point of contact for customers both internal and external. The agent is also responsible for helping to achieve revenue targets through effectively promoting and selling DHL's products and value-added services. YOUR TASKS: 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. Provide a high level of customer service and professionalism, taking into account that all DHL customers have an express requirement and are looking for instant action. Offer alternatives to customers and potentially turn information calls into sales leads or identify additional value-added services during interactions. Adhere to existing Customer Service procedures as outlined in the department manuals, while maintaining discretion to exercise flexibility to customers' needs within reasonable limits in consultation with CS supervisors and managers. Maintain thorough knowledge of all departments, DHL network, products, and services to provide accurate information, transit times, clearance delays, customs paperwork requirements, packing, accounting, and sales queries with confidence at all times. Highlight any recurring problems that manifest through traces and direct the information accordingly for prompt corrective actions. Highlight opportunities and suggest solutions to improve DHL's procedures, technology, and service. Work effectively both individually and as part of a team to achieve both individual and department goals and objectives while promoting a positive team spirit. Deal competently with customer complaints and take all possible actions to resolve any issues to their fullest satisfaction with minimal supervisor intervention. Enhance service experience in DHL by exercising professionalism and empathy when dealing with each customer's varying needs and demands. Other duties and responsibilities as required by supervisors, management, or the business. YOUR PROFILE: Excellent telephone skills. Excellent conflict resolution skills. Excellent communication skills - spoken and written. Sound educational background with knowledge of the service industry, an added advantage. Working knowledge of Microsoft Word, Excel, and Power Point. Good oral and written communication skills – English & Arabic preferable. Self-motivated individual, capable of taking ownership and working independently. Excellent negotiation and interpersonal skills. Tolerance for stress in a fast-paced working environment. Excellent planning and organizing skills. Passion for satisfying customers. Typing speed of 35 words per minute. Good team player. Adheres to policies and procedures. Possesses good relationship-building and interpersonal skills. OUR OFFER: Strong career support in an international environment. Great culture and colleagues. Multifarious benefit program. Do you see a personal challenge in these versatile and responsible tasks? Then apply nowWe look forward to receiving your application
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