Customer Enquiry Advisor

(230013V)
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)
  Posting Legal Entity SNAS Postal Est.