Customer Service Advisor (Frontline)

Date Posted: Posted12 hari yang lalu

Salary:

Jakarta

Accept and register bookings for DHL services
Offer alternatives to customers and seize upselling and cross-selling opportunity of valued added services (eg. Sales Leads, shipment insurance) during interaction with customer
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
Liaise with Operations and other departments for 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 global CS procedures while maintaining discretion to exercise flexibility to customers’ needs within reasonable limits in consultation with CS supervisors and managers
Assist the supervisors (if applicable) to carry out relevant CS orientation / training programs for new or existing CS staff

2 years experience in a Customer Contact Centre or Telesales environment in a service industry (preferable)
Bachelor Degree in Business (preferable) or equivalent
Fluent English
Local language (where applicable)