Customer Service Advisor at DHL's Call Center

Customer Service Advisor at DHL’s Call Center

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Customer Service Advisor (Contact Centre)

  • Job Type: Full Time
  • Qualification: BA/BSc/HND
  • Experience: 2 years
  • Location: Nairobi
  • Job Field: Customer Care

Role Context

Provide all customers who call the DHL customer service line or use another contact method with competent and knowledgeable information about DHL’s services (such as booking, inquiries, shipment status, tracking, etc.).

Responding to Customer’s inquiries in a timely, polite, and accurate manner in order to maintain DHL’s high standards of customer service. Keeping current clients happy through fostering brand loyalty through efficient problem-solving and support services. Continuing to uphold DHL Network’s stringent requirements for service quality.

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Major Duties

Audience: Current and Future DHL Customers

  • Provide DHL service bookings and registration
  • Provide customers with options and convert informational conversations into sales leads or other value-added services when possible.
  • Maintain a steady and assured demeanor when interacting with customers and always give them up-to-date information on matters such as tariffs, shipping times, and pricing.
  • Develop DHL’s customer service by attending to each client’s unique concerns with professionalism and compassion.

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Sub function Department

  • Consult with Operations and other teams to swiftly address customer concerns and questions.

Constraints in the Improvement of Service

  • Bring attention to problem areas and offer recommendations that will improve DHL’s processes, tools, and service, all with the goal of making your experience dealing with DHL better.
  • Adhere to established Customer Serve processes as specified in the department manuals, but use your own judgment and communicate with DX supervisors and managers to determine the appropriate level of flexibility to use in meeting customers’ demands.

People – Management

  • The current employee has no direct reports or control over the country line or functional employees. However, he or she must show that they have the power to sway outcomes.

Minimum Requirements

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Knowledge and Practice

  • Minimum of 2 years’ experience in Sales, Operations, or Customer Service with DHL
  • Work history in a field emphasizing customer service
  • Degree from an Accredited College or University
  • Capable of typing (at least 30wpm preferable)
  • Possessing Competent Telephonic Abilities (excellent)
  • Capacity for Conflict Resolution (excellent)
  • Competence in Sales (excellent)
  • Knowledgeable in technical matters (Telephone and Order Booking systems preferable)
  • Effective verbal and written communication skills (excellent)
  • Capacity for compromise and social interaction (excellent)
  • Effective history of interacting with clients
  • Outstanding knowledge of both customer service and business operations
  • State of mind of maximum alertness
  • Assertiveness
  • Geography skills.
  • Working history in a call center

Application Method

Are you interested and qualified? Go to DHL on careers.dhl.com to apply

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