Customer Service Advisor, Frontline

Key Accountabilities:

• Accept and register bookings for DHL services.
• Offer alternatives to customers and potentially turn information calls into sales leads.
• Identify and promote areas with potential for revenue generation to cross-sell, upsell services including value added services (e.g. SI: Shipment insurance, TDD: Time Definite Delivery, EXT: Extended Liability etc.)
• Respond to customers consistently and confidently by providing accurate information in all areas such as custom requirements, transit time and prices.
• Enhance service experience in DHL by exercising professionalism and empathy when dealing with each individual customer’s varying needs and demands.
• Liaise with other departments and Operations on quick and efficient resolution of customer issues and queries.

Qualifications:

• Bachelor Degree in Business Administration, Business English or related field.
• Good command of English
• Telephone and Communication skills
• Willing to work in shift
• Experienced in Call Center would be an advantaged