Role title
Corporate Division
Express
Business Division
Customer Service / Customer Interface
Business Unit
Contact Centre
Overall Role
Purpose
The Call Centre 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 and external. The advisor is also responsible in helping to achieve revenue targets through effectively promoting and selling DHL’s products and value added services.
Reports to
Customer Inquiry Manager
RCS Level
O
Accountabilities
Key activities
Overall goals /Typical measures
Customer
§To accept and register customer bookings for a range of DHL services and accurately input relevant booking data into DHL applications
§Knowledgeably 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.
§Achieve a QM score of 90% or over
§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 SII / TDD targets and cash targets
§Contribute to Customer Service Department goals, which include:
§answer all customer queries at time of call, and provide the customer with service information on demand.
§Dept Targets:
§As set by region & company
§Feed back related information to customers, CSA’s, Team Leaders, Sales, Operations and relevant DHL network stations.
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