Main Accountabilities

• Accept and register bookings for DHL services

• Offer alternatives to customers and seize upselling and cross-selling opportunity of valued added services (e.g. Sales Leads, shipment insurance) during interaction with customer

• 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

• Liaise with Operations and other departments for quick and efficient resolution of customer issues and queries

• 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 global CS procedures while maintaining discretion to exercise flexibility to customers’ needs within reasonable limits in consultation with CS supervisors and managers

• Assist the supervisors (if applicable) to carry out relevant CS orientation / training programs for new or existing CS staff

People Management

• Incumbent has no direct report and authority over country line and functional personnel. Nevertheless he/she must be able to demonstrate ability to influence decisions / actions

Functional Experience

• 2 years experience in a Customer Contact Centre or Telesales environment in a service industry (preferable)

Education / Qualification / Certification Requirements

• Graduation in Business (preferable) or equivalent