Confidently and knowledgeably provide the full suite of DHL customer service offerings (e.g. booking, inquiries, shipment status, tracking etc) to all parties contacting DHL via the customer service hotline and other contact modes. Providing an efficient and professional service to DHL customers through prompt, courteous, and accurate responses to Customer’s inquiries. Maintaining the existing customer base by building customer loyalty through effective problem-solving and customer care. Maintaining all service standards laid down by DHL Network.

Key Responsibilities

• Accept and register bookings for DHL service

• Offer alternatives to customers and potentially turn information calls into sales leads or identify other additional value-added services to customers when opportunities arise during interaction

• Respond to customers consistently and confidently by providing accurate information in all areas such as customs requirements, transit time, and prices.

• Enhance service experience in DHL by exercising professionalism and empathy when dealing with each customer’s varying needs and demand

• Liaise with the Operations Department and other departments on quick and efficient resolution of customer issues and queries

• Highlight areas for improvement with suggested solutions to improve DHL’s procedures, technology and service to positively enhance customer experience with DHL 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 other supervisors and manager

• Works cooperatively with others to achieve targets and objectives. Accomplishes own tasks in support of team goals and actively offers to help colleagues. Supports group decisions. Suggests improvement ideas based on his/her learning.

• commitments. Complies with the intent of policies, procedures, and agreements. Builds others’ trust in own professionalism, integrity, expertise, and ability to get results. Is informed on current customer satisfaction with pick-up and delivery/customer service/billing and takes action to improve performance to provide an even better customer experience. Acts in a responsive manner toward customer requests.

• Provides both verbal and written information in a timely, clear, and concise manner. Expresses ideas effectively, adjusting style, tools, and mode to the needs of others. Listens attentively, and summarizes or asks questions, when, needed, to clarify information. Conveys a courteous, honest, helpful, caring, and professional demeanor with customers.

• Remains calm, objective, and controlled in responding to urgent or demanding situations. Maintains effective performance under pressure. Stays positive. “Can do” Attitude

Minimum Requirements

Education and experience

• Typing skills (at least 30wpm preferable)

• Telephone skills (excellent)

• Conflict resolution skills (excellent)

• Selling skills (excellent)

• Technical skills (Telephone and Order Booking systems referable)

• Communication skills – spoken and written(excellent)

• Negotiation and interpersonal skills (excellent)

• Sound customer relationship experience

• Strong understanding of customer service and operations

• Geographical knowledge.

• Previous experience in call centers

• University degree / Higher National Diploma with

• two years of relevant work experience

How to Apply

• Register using the following link CLICK HERE

Application Deadline: January 12, 2024