Customer Contact Frontline Advisor

. . What makes DHL great? Our People! We know each employee’s individual contributions make us the #1 Delivery and Logistics Company in the world.

Distinguished as No. 1 World’s Best Workplace™ by Great Place to Work and Fortune Magazine

DHL is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our culture is about personal commitment – to our business, to each other and to our global communities. DHL is dedicated to being a great place to work. In addition to competitive compensation packages, our employees enjoy a range of programs, services and benefits that bring the best to their personal lives.

Start YOUR career with DHL today…

DHL has an opening for a Customer Contact Advisor – Front Line . This position provides a variety of customer service support duties to customers. Ensures timely and accurate information is provided to customers in a professional manner. Responds to inquires through chat, phone, mail, email, fax, website, and/or face to face contact with customers. Promotes and sells the company’s products and services. Provides operational management and support at call center locations to ensure efficient and timely resolutions of customer service issues. Confidently and knowledgeably provide the full suite of DHL customer service offerings (e.g. booking, enquiries, shipment status, tracking etc.) to all parties contacting DHL via the customer service 800 number and other contact modes.

Key Responsibilities

• Attentively track & trace shipments, rectify shipping errors, product ordering, delivery status, and pick up/drop offs
• Field a high volume of customer inbound calls and assess our customers’ needs, promoting DHL services and products and distributing calls when necessary
• Effectively manage a variety of database and web based programs in order to provide a timely response to customers
• Apply your leadership skills by coordinating with other departments when outages occur and calls must be redirected
• Offer alternatives to customers and potentially turn information calls into sales leads or identify other additional beneficial 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 shipment status and tracking
• US documentation requirements, 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
• Increase customer use of self-service options by answering questions on use and navigation of DHL USA Website, TAS, EEF, Webship and by making appropriate recommendations for their use
• Liaise with Operations Department and other departments on quick and efficient resolution of customer issues and queries
• Identify areas for improvement by suggesting 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 CS supervisors and managers
• Incumbent has no direct report and authority over country line and functional personnel

Skills & Qualifications

• 1 year experience in a Customer Service role (desired)
• Experience working in teams (desired)
• High School Diploma or GED required
• Typing skills (excellent)
• Telephone skills (excellent)
• Conflict resolution skills (excellent)
• Technical Skills (Telephone and Order Booking systems preferable)
• Communication skills - spoken and written (excellent)
• Interpersonal skills (excellent)
• Problem solving skills (excellent)
• Having a high level of computer skills proficiency
• Being passionate of supporting others to solve customer’ needs
• Interacting assertively with people by making use of your great verbal and written communication skills
• Listening assertively and provide responsive attention to customer’ needs