Contact Centre Advisor- Jordanian Only

Job Description

The Call Centre 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 and external. The advisor is also responsible in helping to achieve revenue targets through effectively promoting and selling DHL?s products and value added services.Accountabilities:

• To accept and register customer bookings for a range of DHL services and accurately input relevant booking data into DHL applications
• Knowledgeably offer customers the most suitable DHL service based on their unique needs, and actively attempting to close the transaction by converting their enquiries and securing their bookings.
• Identify potential for selling additional services and products (e.g. Insurance, time definite delivery, packaging, account facilities, etc) during the course of interacting with customers and proactively sells these to secure additional/new revenue sources for DHL. This includes asking customers the appropriate questions to match their needs against value-added services, professionally offering and convincing them on the benefits of the services, handling their objections or reservations (if any) and closing the transaction by successfully securing their purchase of the offered services.
• To effectively respond to all customer enquiries regarding DHL?s services, by consistently and confidently providing customers with accurate information on prices, transit times, customs paperwork requirements, packaging, country-specific requirements (including potential customs clearance delays), straight forward account and sales questions. To lodge a trace when necessary ensuring that the customer receives service from Customer care regarding their issue.
• Exercise professionalism and provide first class customer service bearing in mind that all DHL customers have an express requirement, and are looking for immediate and hassle-free solutions.
• Confidently and knowledgeably handle customer complaints while maintaining composure, and take all possible actions to resolve issues to the customers? expectations without compromising DHL?s position by over-committing to customers , or being unrealistic in what is offered.
• Ensuring that all interactions with customers are in accordance with the Mystery Shopper guideline scripts.

Skills / Qualifications:Essential

• Previous experience dealing with a wide range of customers face to face or over the phone in busy service industries
• Excellent spoken and written command of the English language with a cheerful, confident, professional and courteous tone
• Excellent interpersonal skills and relates well with a wide range of people/customers
• Experience in resolving straight forward customer conflict
• Demonstrated excellent attention to detail
• Demonstrated ability to work effectively as part of a busy team
• Basic computer skills including the ability to navigate around a computer
• Ability to work flexible rostered hours, including scheduled breaks
• Working knowledge of Microsoft Office
• Tolerance for stress in a fast paced working environment

Desirable

• Previous call centre experience
• Previous experience of telephone and/or electronic order booking systems
• Demonstrable success in achieving targets through selling services and products

About DHL Express:What makes DHL great? Our People! We know each employee?s individual contributions make us the #1 Express Delivery and Logistics Company in the world. DHL Express is committed to maintain an environment that empowers every team member to make the greatest possible impact on our business. Our corporate culture is about personal commitment- to our business, to each other and to our global communities. DHL is dedicated to being a great place to work. In addition, to competitive compensation packages, our employees enjoy a range of programs, services and benefits that bring the best to their personal lives.

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