Customer Enquiry Advisor

Job Description

Organisational Background InformationRole titleCustomer Enquiry AdvisorCorporate DivisionExpressBusiness DivisionCustomer ServiceBusiness UnitDHL Express MoroccoOverall Role PurposeThe Customer Enquiry Advisor is responsible for accepting calls primarily over the telephone , for responding to MCT EMAIL & Chat or in writing through DHL?s Customer Contact Centre and providing a knowledgeable, courteous, efficient, confident and proactive point of contact for both DHL?s customers and the DHL network.Reports toCustomer Enquiry ManagerBandODate approvedJanuary 2023AccountabilitiesKey activitiesOverall goals / Typical measuresCustomerTo accept Calls from Contact Center Within 10Sec, Chat Within 60sec & responding to Emails within 4 hrsTo accept and register customer bookings for a range of DHL services and accurately input relevant booking data into DHL applicationsKnowledgeably 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.All key activities are monitored monthly through Quality Monitoring calls, 1-1 coaching and side by side coaching and the incentive scheme.See Call Quality Target Shit ref ?CQ?All procedures need to be adhered to so as to achieve both individual and department measurements in revenue generation and Service Excellence.Achieve individual monthly See ref doc Cash Book ?CB?Contribute to Customer Service Department goals, which include:answer all customer queries at time of call,Chat Emails and provide the customer with service information on demand.Feed back related information to customers, CSA?s, Team Leaders, Sales, Operations and relevant DHL network stations.Show empathy, patience and support to new team membersAdhere to existing Customer Service procedures as outlined on the department intranet, while maintaining discretion to exercise flexibility to customers? needs within reasonable limits in consultation with CS Team Leaders and Managers.StakeholderLiaise with all DHL employees in a professional and cooperative manner at all times, and consistently strive to promote a positive team spirit and adhering to DHL?s values at all times.Undertake any other related tasks or responsibilities as reasonably directed or required.Behaviour must at all times be in accordance with DHL?s code of conduct, values and policies.ProcessHighlight areas for improvement with suggested

Keyskills :