Customer Enquiry Advisor

؜ - ؜al الخبر ؜ -

Job details

(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.

Job Summary

  • Advertiser: DHL Express
  • Announcement date: 19/02/2023
  • Type of employment: -
  • Experience level: -
  • Educational level: -
  • Job location: al الخبر
  • Salary: -
  • Phone number: -

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