Role Context

• The Customer Service Advisor (Frontline) serves as the first point of contact for DHL customers, confidently and knowledgeably providing the full suite of DHL customer service offerings including booking, enquiries, shipment status, and tracking to all parties contacting DHL via the customer service hotline and other contact modes. This role is essential to providing an efficient and professional service to DHL customers through prompt, courteous, and accurate responses to customer enquiries. The position focuses on maintaining the existing customer base by building customer loyalty through effective problem-solving and customer care while maintaining all service standards laid down by DHL Network.

Key Responsibilities
Customer Service Excellence

• Accept and register bookings for DHL services accurately and efficiently
• Offer alternatives to customers and potentially turn information calls into sales leads or identify other optional 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
• Build customer confidence that needs will be promptly met by clearly and confidently stating next steps based on clarified and confirmed exact nature of customers’ problems or requests
• Create customer delight with each customer interaction by aiming to exceed customers’ expectations

Service Improvement & Process Adherence

• 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 the Contact Centre Manager and Contact Centre Team Lead(s)
• Stay informed on current customer satisfaction with pick-up and delivery/customer service/billing and take action to improve performance to provide an even better customer experience
• Suggest improvement ideas based on learning and experience

Cross-Functional Collaboration

• Liaise with Operations Department and other departments on quick and efficient resolution of customer issues and queries
• Work cooperatively with others to achieve targets and objectives
• Accomplish own tasks in support of team goals and actively offer to help colleagues
• Support group decisions and maintain team cohesion

Performance & Accountability

• Meet all KPIs and IKOs as specified for the role
• Act in a responsive manner towards customer requests with a “Can do” attitude
• Whenever possible, take customer requests to resolution or ensure they are passed on properly to contacts that can help
• Any additional tasks over the current role or similar can be assigned

Minimum Requirements
Experience:

• 2 years DHL Sales, Operations, or Customer service experience
• Experience within a customer relations environment
• Previous experience in call centres (preferable)
• Sound customer relationship experience
• Strong understanding of customer service and operations

Educational Qualification:

• University degree or Higher Diploma

Skills and Competencies:

• Typing skills: At least 30 words per minute (preferable)
• Telephone skills: Excellent ability to communicate effectively via phone
• Conflict resolution skills: Excellent ability to handle difficult customer situations
• Selling skills: Excellent ability to identify opportunities and upsell services
• Technical skills: Telephone and Order Booking systems (preferable)
• Communication skills: Excellent spoken and written communication abilities
• Negotiation and interpersonal skills: Excellent ability to build rapport and influence outcomes
• Mental alertness: Ability to process information quickly and accurately
• Assertiveness: Confidence in decision-making and customer interactions
• Geographical knowledge: Understanding of service areas and routing

Key Competencies:

• Analysis: Breaks down problems into component parts, evaluates information critically, and draws accurate conclusions
• Planning & Organizing: Sets clear goals, establishes efficient sequences of actions, and manages time effectively
• Decision Making: Makes timely and appropriate choices based on analysis and experience, uses sound judgment, and manages risk
• Results Orientation: Continually seeks to accomplish critical tasks with measurable results and overcomes obstacles to achieve targets
• Teamwork: Works cooperatively with others to achieve objectives and actively supports colleagues
• Accountability: Acts responsibly, keeps commitments, and complies with policies and procedures
• Communication: Conveys a courteous, honest, helpful, caring, and professional demeanor with customers
• Self-Management: Remains calm and controlled under pressure, maintains positive “Can do” attitude