Customer Enquiry Advisor

(22009FB)
Saudi Arabia-Eastern Province-Al Khobar | Full-time | Permanent | Shift

• POSITION IDENTIFICATION:

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 their
ability.
Customer Service
Supply accurate & detailed 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
Job Title
Customer Enquiry Advisor
SA Customer Service Job Grade O
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 proficient, courteous, efficient and proactive point
of contact for customers both internal. The advisor is responsible to be
timely when scheduled and to make sure to the schedule as stated by the
management. The advisor also responsible in helping to achieve revenue and
upselling targets through optimally promoting and selling DHL's products and
beneficial service.
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:
Arrange Booking for pickup Customer complaint handling Transfer Calls Make
follow-up calls Tracing shipment. Open and provide information Gain all types
of calls
person specification
* Education
High school education or above
‎2. 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 social skills and relates well with a wide range of people/ customers understanding
Experience in resolving straight forward customer conflict
* Confirmed excellent attention to detail
* Shown ability to work optimally as part of lively team
* Basic digital literacy including the ability to navigate around a computer
* Ability to work flexible roster hours, including schedule breaks
Solid understanding 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)

Proficiencies
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 info
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