Customer Enquiry Advisor

(2200BX3)
Saudi Arabia-Eastern Province-Al Khobar | Full-time | Permanent | Shift

• POSITION IDENTIFICATION:

Job Title

Customer Enquiry Advisor

Corporate Division

DHL Express

Business Division

Customer Service

Business Unit

SA Customer Service

Job Grade

O

Reports to

Customer Enquiry Supervisor

• KEY PURPOSE:

The call center 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. The advisor is responsible to be on time
when scheduled and to adhere to the schedule as stated by the management. The
advisor also responsible in helping to achieve revenue and upselling targets
through effectively promoting and selling DHL's products and value added
service.

• REPORTING RESPONSIBILITIES:

Nil

• KEY WORKING RELATIONSHIPS

CONTACT

FREQUENCY

REASON

a. Internal

Operations Supervisor

Ad hoc

Special pick-up or delivery

Call Center Manager & Supervisor

Daily

Complaints, roster, support, coaching and meetings

Dispatcher

Ad hoc

Special Pick-up

Finance and HR

Periodically

When business or personal need requires

Call Center Supervisor

Daily

Sales leads, customer query, evaluation, coaching, roster, complaint support,
challenges faced

b. External

Customers

Daily

Make bookings, Selling, Trace Shipment, Sales Leads, AWB Request, Transfer
Calls, Pricing, transit time info etc., Follow-up Calls

• DECISION MAKING AUTHORITY:

Open traces, updating customer with shipment process, call the operation to
check time of delivery, provide customer with shipping process and
requirements, register booking, open sales leads, open quotes sells the
products and service, address complaints, maintain good relation with the
customers by providing them with the highest quality service possible to
offer.

• PRINCIPAL ACCOUNTABILITIES:

OUTCOME

MECHANISMS

Service Quality

• Arrange Booking for pickup


• Customer complaint handling


• Transfer Calls


• Make follow up calls


• Tracing shipment. Open and provide information


• Capture all types of calls

Customer Service

• Supply correct & precise information to customers and advise customers of shipment acceptance & carriage.


• Sell insurance to customers wherever possible.


• 
  

  Always support customer requests and follow up when needed

  
  


• 
  

  MAJOR CHALLENGES

  
  

Handling angry customers

Grade of service GOS* : * Answer Greater than or equal to ‎90% of inbound
calls within ‎10 seconds, this is done through adhering to schedule as planned
and set on the roster.

Abandon calls : Maintaining Less than or equal to ‎1% of lost calls from
total calls received above ‎10 secs

Doing it right every time and simplify customer's life to the best of his/her
ability.
* PERSON SPECIFICATION

• Education

High school education or above

• Experience

Preferable ‎1 year experience on Customer service

Essential

• Excellent spoken and written command of the Arabic ( English for non-Saudi advisors) and Fair spoken and written command in English language with a cheerful, confident, professional and courteous tone


• Excellent interpersonal skills and relates well with a wide range of people/ customers understanding


• Experience in resolving straight forward customer conflict


• Demonstrated excellent attention to detail


• Demonstrated ability to work effectively as part of busy team


• Basic computer skills including the ability to navigate around a computer


• Ability to work flexible roster hours, including schedule breaks


• Working knowledge of Microsoft Office


• Tolerance for stress in a fast paced working environment

Desirable

• Previous call center experience


• Previous experience dealing with a wide range of customers face to face or over the phone in busy service industries


• Previous experience of telephone and/or electronic order booking system


• 
  

  Demonstrated success in achieving target through selling service and products

  
  


• 
  

  Technical Knowledge/Skills

  
  

Using the PC

• Personal Attributes

Patience
Arabic Language Skills
English Language Skills (an advantage)

• COMPETENCIES

INFLUENCING THE BUSINESS

PASSION FOR CUSTOMER SERVICE: Drive to identify, understand and give high
priority to customer needs. Anticipating and providing solutions to internal
and external customers in a helpful, friendly and honest manner.

INTERPERSONAL / COMMUNICATION

COMMUNICATION: Ability to express well-thought concise and timely oral and
written information. Ability to adjust language or terminology to the
characteristics and needs of the audience.

INTERPERSONAL UNDERSTANDING: Ability to understand the perceptions and
needs of others, as well as to pick up clues to others' current unspoken
thoughts and feelings. Understanding the underlying reasons for behaviours and
concerns.

TEAMWORK: Working effectively within a team or outside the formal line of
authority to accomplish objectives. Demonstrating understanding of how own
role fits within DHL as a whole.

PERSONAL

ACHIEVEMENT DRIVE: Demonstrating a high level of commitment, energy,
resilience and tenacity in doing the job. Being frustrated with the status
quo. Setting high standards and challenging goals and continually striving to
reach or exceed them.

ATTENTION TO DETAIL: Showing a general concern for all aspects and details
of the job, accurately checking own work and monitoring data.

INITIATIVE: Willingness to take up an idea that can add value to the
business, run with it and turn it into reality. Taking action to ensure
objectives are met or exceeded without being asked.

TOLERANCE FOR STRESS: Maintaining stable performance under pressure and
remaining calm, objective and controlled in responding to urgent situations.

PROBLEM SOLVING

DECISION MAKING/JUDGEMENT: Ability to choose between different
alternatives with care. Use sound judgement in conditions of uncertainty .

TECHNICAL / PROFESSIONAL

DHL KNOWLEDGE: Demonstrating an adequate knowledge of DHL strategy,
services, products, organisation, procedures and business processes.

JOB KNOWLEDGE/SKILLS: Achieving a high level of job-related knowledge and
skills. Assimilating and applying in a timely manner new job-related
information.

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