Accept and register bookings for DHL service
Offer alternatives to customers and potentially turn information calls into sales leads or identify other additional value added services to customers when opportunities arise during the course of interaction.
Respond to customers consistently and confidently by providing accurate information in all areas such as custom requirements, transit time and prices.
Enhance service experience in DHL by exercising professionalism and empathy when dealing with each individual customer’s varying needs and demands
Assist in day to day supervisory related activities and to support and provide guidance to their peers.
Assist in ensuring Contact Centre processes & procedures are carried out effectively.
Assist Contact Centre in handling permit and heavyweight requests or dangerous goods shipment enquiries
Liaise with Operations Department and other departments on quick and efficient resolution of customer issues and queries.
Highlight areas for improvement with suggested solutions to improve DHL’s procedures, technology and service to positively enhance customer’s experience with DHL
Adhere to existing Customer Service procedures as outlined in the department manuals, while maintaining discretion to exercise flexibility to customers’ needs within reasonable limits in consultation with CS supervisors and managers.