As a Contact Centre Advisor at DHL, you will be the first point of contact for customers, delivering exceptional service by handling inquiries, resolving issues, arranging for shipments bookings, and supporting shipment tracking by offering logistics support. You'll play a vital role in maintaining DHL’s reputation for reliability, speed, and customer satisfaction.
Key Responsibilities:
Ø Respond to customer queries via phone calls, E-mail, chat and Social Media tools in a timely, professional, and friendly manner.
Ø Demonstrate good knowledge information about DHL’s products, services, delivery timelines, pricing and Terms and Conditions.
Ø Track shipments and assist customers with delivery issues, delays, or complaints and Claims as First Time Resolution type.
Ø Resolve customer complaints efficiently and escalate critical cases to the Backline Team.
Ø Process Quotes, Bookings & Service Queries.
Ø Maintain up-to-date knowledge of DHL services, systems, and operational procedures.
Ø Log customer interactions in designated tools and systems.
Ø Work collaboratively with operations, and Gateway teams to resolve service issues related to delivery and customs.
Ø Adhere to company policies, including data protection and confidentiality standards.
Ø Carrying out tasks assigned by the direct manager .
Ø Achieving call Quality score 90%
Ø Supporting department in revenue generation (Sales Leads, Upselling TDX and Optional VAS).
CS Excellence Scorecard / Key Performance Indicators (KPIs)/Business Insights
:
Ø Contribute effectively to achieve monthly Front-Line Team KPIs (Available in CS KPIs & Attribute Business document) and achieve individual Key objectives within the role. (shared individually).
Ø Following CS process Map in handled requests.
Key Skills & Competencies:
Ø Problem Solving: Proactive in identifying and resolving issues under pressure.
Ø Customer Orientation: Committed to meeting customer needs and building lasting relationships.
Ø Planning and Organizing: Capable of managing multiple tasks and meeting critical deadlines.
Ø Decision Making: Takes timely and effective decisions to exceed customer expectations.
Ø Results Orientation: Focused on achieving measurable results aligned with business goals.
Ø Teamwork: Works collaboratively to achieve team objectives.
Ø Accountability: Acts responsibly, maintains professionalism, and meets commitments.
Ø Self-Management: Stays calm, controlled, and positive under pressure.
Ø Communication: Excellent written and verbal communication skills.
Ø Demonstrating Active Leadership attributes.
Ø Demonstrating & maintaining positive behaviour towards colleagues and customers.
Ø Attention to Detail: Delivers thorough and accurate work consistently.
Qualifications & Experience
:
Ø Diploma Or Equivalent Educational Qualification. Preferred University Degree.
Ø Strong verbal and written English communication skills.
Ø Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook).
Ø Typing speed of at least 25 WPM.
Ø Strong negotiation, conflict resolution, and interpersonal skills.
Ø Resilience and ability to work under pressure.
Ø Proven problem-solving ability and attention to detail.
Ø Experience in the logistics or service industry is an addition.
Ø Previous call centre experience is preferable.
