Customer Service Advisor (Contact Centre)

About the role

DHL is looking for an entry-level Customer Service Advisor (Contact Centre) to provide day-to-day administrative support and give readily available advice on contact centre programmes and activities. The role delivers sales and service propositions and enhances customer satisfaction in line with business strategy, group guidelines and policies. It is an individual contributor position, closely supervised, with little to no prior knowledge or experience needed.

Key responsibilities

• Accept and register bookings for DHL services.
• Offer alternatives to customers and turn information calls into potential sales leads or identify additional value-added services.
• Respond accurately to customers on topics such as custom requirements, transit times and prices.
• Handle each customer's needs with professionalism and empathy.
• Support and interact mainly with colleagues of your own team; you have no direct reports but must be able to influence decisions and actions.

Required profile

• University degree or diploma.
• Less than 2 years of experience.
• Previous experience in call centres.
• Sound customer relationship experience and strong understanding of customer service and operations.

Required skills

• Excellent telephone, conflict resolution, selling, communication (spoken and written), negotiation and interpersonal skills.
• Technical skills: telephone and order booking systems preferred.
• Mental alertness, assertiveness, persuasion, empathy, adaptability and geographical knowledge.