Customer Enquiry Advisor

Job details
Job Type
Permanent
Full Job Description
(2200BX3)

Saudi Arabia-Eastern Province-Al Khobar | Full-time | Permanent | Shift

POSITION IDENTIFICATION:

Job Title

Customer Enquiry Advisor

• Corporate Division
• DHL Express
• Business Division
• Customer Service
• Business Unit
• SA Customer Service

Job Grade: O

Reports to

Customer Enquiry Supervisor

KEY PURPOSE:

The call center Advisor is responsible for answering customer calls and inquiries ensuring customers' bookings and traces are actioned as per network standards and providing a competent, courteous, efficient, and proactive point of contact for customers both internal. The advisor is responsible to be on time when scheduled and adhering to the schedule as stated by the management. The advisor is also responsible for helping to achieve revenue and upselling targets through effectively promoting and selling DHL’s products and value-added services.

REPORTING RESPONSIBILITIES: Nill

KEY WORKING RELATIONSHIPS

• Operations Supervisor:
• Ad hoc
• Special pick-up or delivery
• Call Center Manager & Supervisor
• Daily
• Complaints, roster, support, coaching, and meetings
• Dispatcher
• Ad hoc
• Special Pick-up
• Finance and HR
• Periodically
• When a business or personal needs require
• Call Center Supervisor
• Daily
• Sales leads, customer query, evaluation, coaching, roster, complaint support, challenges faced

b. External

• Customers
• Daily
• Make bookings, Selling, Trace Shipment, Sales Leads, AWB Request, Transfer Calls, Pricing, transit time info, etc., Follow-up Calls

DECISION-MAKING AUTHORITY:

Open traces, update the customer with shipment process, call the operation to check the time of delivery, provide the customer with shipping process and requirements, register booking, open sales leads, open quotes sells the products and service, address complaints, maintain good relation with the customers by providing them with the highest quality service possible to offer.

PRINCIPAL ACCOUNTABILITIES:

• OUTCOME
• MECHANISMS
• Service Quality
• Arrange Booking for pickup
• Customer complaint handling
• Transfer Calls
• Make follow-up calls
• Tracing shipment. Open and provide information
• Capture all types of calls

Customer Service

Supply correct & precise information to customers and advise customers of shipment acceptance & carriage.
Sell insurance to customers wherever possible.
Always support customer requests and follow up when needed

MAJOR CHALLENGES

Handling angry customers

Grade of service GOS: Answer Greater than or equal to 90% of inbound calls within 10 seconds, this is done by adhering to the schedule as planned and set on the roster.

Abandon calls: Maintaining Less than or equal to 1% of lost calls from total calls received above 10 secs

Doing it right every time and simplifying the customer’s life to the best of his/her ability.

PERSON SPECIFICATION

Education

High school education or above

Experience

Preferable 1-year experience in Customer service

Essential

Excellent spoken and written command of Arabic ( English for non-Saudi advisors) and Fair spoken and written command of the English language with a cheerful, confident, professional, and courteous tone
Excellent interpersonal skills and relates well with a wide range of people/customers' understanding
Experience in resolving straightforward customer conflict
Demonstrated excellent attention to detail
Demonstrated ability to work effectively as part of a busy team
Basic computer skills including the ability to navigate around a computer
Ability to work flexible roster hours, including schedule breaks
Working knowledge of Microsoft Office
Tolerance for stress in a fast-paced working environment

Desirable

Previous call center experience
Previous experience dealing with a wide range of customers face to face or over the phone in busy service industries
Previous experience with telephone and/or electronic order booking system
Demonstrated success in achieving the target through selling services and products

Arabic Language Skills

English Language Skills (an advantage)

COMPETENCIES

INFLUENCING THE BUSINESS

PASSION FOR CUSTOMER SERVICE: Drive to identify, understand and give high priority to customer needs. Anticipating and providing solutions to internal and external customers in a helpful, friendly, and honest manner.

INTERPERSONAL / COMMUNICATION

COMMUNICATION: Ability to express well-thought concise and timely oral and written information. Ability to adjust language or terminology to the characteristics and needs of the audience.

INTERPERSONAL UNDERSTANDING: Ability to understand the perceptions and needs of others, as well as to pick up clues to others’ current unspoken thoughts and feelings. Understanding the underlying reasons for behaviors and concerns.

TEAMWORK: Working effectively within a team or outside the formal line of authority to accomplish objectives. Demonstrating understanding of how own role fits within DHL as a whole.

PERSONAL

ACHIEVEMENT DRIVE: Demonstrating a high level of commitment, energy, resilience, and tenacity in doing the job. Being frustrated with the status quo. Setting high standards and challenging goals and continually striving to reach or exceed them.

ATTENTION TO DETAIL: Showing a general concern for all aspects and details of the job, accurately checking own work, and monitoring data.

INITIATIVE: Willingness to take up an idea that can add value to the business, run with it, and turn it into reality. Taking action to ensure objectives are met or exceeded without being asked.

TOLERANCE FOR STRESS: Maintaining stable performance under pressure and remaining calm, objective, and controlled in responding to urgent situations.

PROBLEM-SOLVING

DECISION MAKING/JUDGEMENT: Ability to choose between different alternatives with care. Use sound judgment in conditions of uncertainty.

TECHNICAL / PROFESSIONAL

DHL KNOWLEDGE: Demonstrating an adequate knowledge of DHL strategy, services, products, organization, procedures, and business processes.

JOB KNOWLEDGE/SKILLS: Achieving a high level of job-related knowledge and skills. Assimilating and applying in a timely manner new job-related information.

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