Job Opportunity as a Customer Service Advisor at the Call Center in Jordan from DHL
By: DHL expressLast update:
Applicant criteria
NationalityJordan
SpecialityAll Specialties
Skillsمهارات التواصل, مهارات العمل ضمن الفريق, التخطيط والتنظيم والتفكير التحليلي
Age
- No specific age required
Years of Experience
- 1-2
Gender
- Both
Opportunity criteria
Job Type
- Full time
Job FieldsCustomer Service, Call Center Jobs, and Secretary
Opportunity FieldMarketing, Business and Finance
Job locationJordan
Needed documentsApplication form
Deadline2023-12-30
Opportunity description
DHL offers a job opportunity for Jordanians to work as customer service advisors at the company's call center in Jordan.
Duties & responsibilities
You will be responsible for:
- Accept and record customer bookings for a range of DHL services and accurately enter the relevant booking data into DHL applications.
- Proactively identify and up-sell additional services and products (e.g. insurance, just-in-time delivery, packaging, account facilities, etc.) while engaging with customers to provide additional/new profit sources for DHL.
- Effectively respond to all customer inquiries regarding DHL services, by consistently and reliably providing customers with accurate information on pricing, transit times, customs paperwork requirements, packaging, country-specific requirements (including potential delays in customs clearance), direct accounting and sales.
- Handle customer complaints with confidence and patience.
- Take all possible measures to solve problems according to customers' expectations without compromising DHL's position.
- Ensure that all interactions with customers comply with Mystery Shopper scripts and guidelines.
- Communicate with all DHL employees in a professional and cooperative manner at all times, constantly striving to enhance team spirit and adherence to DHL values.
- Undertake any other related tasks or responsibilities when needed.
- Highlighting various areas of improvement and development through proposed solutions to improve DHL's procedures, technologies and services to enhance customer experience.
- Achieve monthly SII/TDX and cash targets.
- Show empathy, patience, and support to new team members.
- Adhere to current customer service procedures as described on the department intranet (MYNET).
- Assist in achieving MSP section result.
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Eligibility criteria
You must have:
- You must be a reliable person and able to follow various directions from Team Leaders/Managers including observing DHL policies, procedures, code of conduct and values.
- Ability to direct clients.
- Ability to work hard to exceed customer expectations by prioritizing their needs and being truly committed to their satisfaction.
- Ability to remain calm under pressure, respond well to change and remain positive despite setbacks and failures.
- Proficiency in English.
- Ability to communicate well with people from a wide range of backgrounds and nationalities.
- Ability to quickly build effective working relationships over the phone.
- Be initiative.
- Take responsibility for your actions and decisions within the scope and boundaries of your role.
- Ability to achieve desired results and willingly handle difficult tasks.
- Setting challenging personal goals and striving to achieve various individual and administrative goals.
- Pay attention to the details of all tasks performed and focus on the details of the job, no matter how small.
- Ability to understand potential difficulties and their causes, find practical solutions and make rational judgments permitted within the scope of the role.
- Ability to work collaboratively with others to achieve various individual and group goals.
- Planning and organizing skills.
- Previous experience dealing with a wide range of clients face to face or over the telephone.
- Experience in solving customer problems directly.
- Working knowledge of Microsoft Office programs.
- It is preferable to have previous experience in systems for booking orders by phone and/or electronically.
- Diploma as a minimum.
- It is preferable to have a bachelor's degree.
About DHL:
It is an American German courier, parcel, and express mail service which is a division of the German logistics company Deutsche Post DHL. Deutsche Post DHL is the world's largest logistics company, now in over 220 countries and territories worldwide, particularly in sea and airmail. The company delivers over 1.3 billion parcels per year. The company was founded in the United States in 1969 and expanded its service throughout the world by the late 1970s. The company was primarily interested in offshore and intercontinental deliveries, but the success of FedEx prompted its own intra-US expansion starting in 1983.
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