Frontline Customer Service Advisor

Job Purpose

To handle all incoming contacts from all customers into the contact centre, from multiple channels (phone, email, web). Answer our customer’s enquiry, with the aim to resolving the call during the first point of contact, to enhance the Customer Experience provided to our customers. Capture all potential opportunities for revenue growth. Minimize any possible customer dissatisfaction, ensuring any expression of dissatisfaction is recorded and establish DHL’s reputation as a company that cares about our customers. To assist Customer Service Management with other projects to measure and enhance our customer experience.

Principal Accountabilities

Improve the First Time Resolution Rate for incoming contacts from customers.

Respond to customer enquiry for information to ensure an answer is provided. Propose the most appropriate DHL offering to the customer in line with DHL procedures and standards and negotiate with the customer to secure a booking.

Provide and record price and transit quotations for customers in relevant systems.

Promote value-added services to meet customer needs in line with DHL VAS strategy.

Identify sales opportunities for long term business acquisition and pass to Sales via Sales Lead process.

Tracking

Respond to our customer’s enquiry for information on their shipment to ensure the appropriate answer is provided and inform the customer of the next movement of the shipment or the next action that will be taken.

Handle customer objections in a professional manner to reinstall the customer’s faith in DHL.

Where tracking has led to the need for tracing investigation open a trace file.

Where tracking has lead to a customer complaint record the complaint in GEMA.

Where tracking has lead to a claim from a customer, make the appropriate decision on logging the claim and decide if Money Back Guarantee is applicable.

Process Compliance

When completing all activities ensure full compliance with the agreed and documented Customer Service procedures.

KPI Achievement

Achievement of all productivity and quality Key Performance Indicators

Customer Experience

When applicable assist with outbound calls to measure our “Customer Experience” through projects like Net Promoter Approach.

Nature & Scope

Context

The Customer Service department is responsible for handling the vast majority of contacts between DHL and customers on a daily basis. The Frontline Advisor is a key role for Customer Service, whose ultimate aim is dealing with customer requests for information at the first point of contact, managing the booking or tracking process and identifying and recording any possible sales lead information provided by the customer.

The role is also critical in preventing business loss and maintaining customer loyalty to the DHL brand.

Reporting Relationships

The Frontline Advisor reports to the Customer Service Supervisor.

Contacts

The Frontline Advisor will have frequent daily contact with customers and regular contact with many internal departments: Overseas C/I Staff, Operations and relevant Sales Personnel. The Frontline Advisor will operate within the parameters agreed between Customer Service and relevant internal departments.

Problem Solving

The Frontline Advisor will have to resolve all problems relative to service failure whilst maintaining customer faith. They will need to understand the customer expectations as they often have to deal with disappointed or angry customers and still maintain their professionalism. For bookings the frontline advisor will match our customer’s needs to the appropriate service offering.

Decision Making

The Frontline Advisor must evaluate the details resulting from a track enquiry and instigate the tracing, complaints or claims process. They must recognize urgent cases and escalate to their Team Leader or Supervisor. They can agree financial rebates via the Money Back Guarantee terms and conditions.

Planning and Organisation

The Frontline advisor needs to ensure agreed targets are achieved whist provide the required level of quality.

Job Challenge

Manage customer expectations

Maintain customer loyalty

Handle customer objections

Reduce volume of complaints to claims

Increase first time resolution rates for track and trace calls

Remain positive and professional at all times

Safeguard DHL revenue levels

Knowledge Skills & Experience

Essential

Keyboard Skills, and passing the interview tests.

Desirable

1-2 years’ experience in a Customer Care or After-Sales related role

1-2 years’ experience in the Air Express industry

Personal

Passion to provide excellent Customer Service.

Impeccable all round oral and written communication

Computer literacy

Strong interpersonal understanding

Strong problem solving capability

Desire to get the job done

Right first time philosophy

Negotiation skills