Customer Enquiry Advisor (Pipeline)

at  DHL

DHL Express is seeking applications for Customer Enquiry Advisor in Kuwait. This is your chance to become and International Specialist in the timely pick-up and delivery of customer materials and shipments. Your amazing shipment handling abilities will enable our customers to grow their Global Business! Join us and help us achieve our mission of Excellence Simply delivered by having a best day, every day.
In this Customer Enquiry Advisor positionthe jobholder is responsible for answering customer calls and inquiries ensure customers bookings and traces are actioned as per network standards and provide a competent, courteous, efficient and proactive point of contact for customers both internal and external. The agent is also responsible in helping to achieve revenue targets through effectively promoting and selling DHL’s products and value added services.

QUALIFICATIONS

• Sound educational back ground with knowledge of the Service Industry, an added advantage
• Working knowledge of Microsoft Word, Excel and Power Point.
• Good oral and written communication skills – English & Arabic preferable
• Self motivated individual capable of taking ownership and working independently
• Tolerance for stress in a fast paced working environment.
• Excellent planning and organising skills
• Passion for delighting customers
• Good team player
• Adheres to policies and procedures
• Possesses good relationship building and interpersonal skills
  So what are you waiting for – apply for your new International Career now!

• Provide a high level of customer service and professionalism taking into account the consideration that all DHL customers have an express requirement and are looking for instant and immediate action.
• Follow customer service procedures as outlined in the manual to comply with the ISO procedures and safe working practices.
• Track and trace shipments in adherence to DHL’s network trace standards and investigate thoroughly undelivered, returned, delayed, lost, damaged and held shipments. Ensure that the customer is fully updated on any query or issue within the agreed time of one hour and if an alternate call back time has been agreed with the customer on a specific issue/query.
• Maintain a thorough knowledge of all departments, DHL network, products and services so that customers are provided accurate information on pricing, transit times, clearance delays, custom paperwork requirements, packing, accounting and sales queries with confidence at all times.
• Highlight any recurring problems that are manifested through traces and then direct the information accordingly so that corrective actions can be taken promptly.
• Promote and sell DHL’s value-added services participate actively in the Sales Lead programme to contribute to the country revenue.
• Highlight opportunities and suggest solutions to improve DHL’s procedures, technology and service so that DHL can provide continuously universally high level of service to all customers.
• Work effectively both individually and as part of a team to achieve both individual and department goals and objectives and strive consistently to promote a positive team spirit.
• Deal competently with customer complaints and take all possible actions to resolve the issue to their fullest satisfaction with minimal intervention of team leaders.