Posted by DHL Express UK is part of the Deutsche Post DHL Group – the world’s most international company. We operate in more than 220 countries and territories worldwide, enabling us to provide exceptional national and international career development opportunities. Within DHL Express’s pursuit to be The Logistics Company of the World.
Customer Service Advisor
Job Description:
Respond to customers’ enquiries providing information for products and services prior to shipping, to ensure the most appropriate DHL offering is provided in line with DHL procedures. Promoting the benefits of the brand to secure the booking at initial point of contact
Promote up / cross selling opportunities, in line with DHL Product Portfolio
Ensure the provision of information is clear and concise and the customers benefits from first time resolution rates and minimise further incoming contacts
Improve the First Time Resolution rate for incoming tracking contacts from customers to minimise the opening of unnecessary trace files
Handle customers objections in a professional manner to reinstall the customer’s faith in DHL and avoid escalation to claims/ complaints
Strong understanding of Operations and Customer Service processes
Good understanding of ACI tools
Strong understanding of DHL Products and Networks
Experience of working with MS Word & Excel is extremely desirable
Some level of experience within a Customer Service environment
GCSE standard in English / Maths (grade 4 or above – A-C grade equivalent) or equivalent
Adhere to country laws/regulations and company procedures/ standards in regard to Safety and Security
Adhere to customs / import / export procedures as applicable
Ensure any potential security breaches or concerns are brought to the attention of supervisor/manager without delay
There may be a requirement to undertake a Counter Terrorism Check (CTC) in relation to certain duties and procedures.