Job Description

Join DHL Express UAE - The World's Most International Company
Would you like to be part of the most international company in the world? A company that has been connecting people and businesses across borders since 1969 and operates in more than 220 countries and territories?
At DHL Express UAE, we're not just delivering packages--we're delivering promises, possibilities, and progress. As a proud member of the DHL Group, we pioneer cross-border express shipping and play a vital role in connecting the UAE to the world.
Whether it's supporting global trade or making someone's day with a personal delivery, every role at DHL Express makes a difference. If you're passionate about logistics, innovation, and being part of a purpose-driven team--then this is your sign.
Don't just work. Belong. Grow. Thrive.
Join our incredible journey at DHL Express UAE.
Job Purpose:
The Call Centre Advisor 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 advisor is also responsible in helping to achieve revenue targets through effectively promoting and selling DHL's products and value added services.
Key Responsibilities:

• To accept and register customer bookings for a range of DHL services and accurately input relevant booking data into DHL applications
• Knowledgeably offer customers the most suitable DHL service based on their unique needs, and actively attempting to close the transaction by converting their enquiries and securing their bookings.
• Identify potential for selling additional services and products (e.g. Insurance, time definite delivery, packaging, account facilities, etc) during the course of interacting with customers and proactively sells these to secure additional/new revenue sources for DHL. This includes asking customers the appropriate questions to match their needs against value-added services, professionally offering and convincing them on the benefits of the services, handling their objections or reservations (if any) and closing the transaction by successfully securing their purchase of the offered services.
• To effectively respond to all customer enquiries regarding DHL's services, by consistently and confidently providing customers with accurate information on prices, transit times, customs paperwork requirements, packaging, country-specific requirements (including potential customs clearance delays), straight forward account and sales questions. To lodge a trace when necessary ensuring that the customer receives service from Customer care regarding their issue.
• Exercise professionalism and provide first class customer service bearing in mind that all DHL customers have an express requirement, and are looking for immediate and hassle-free solutions.
• Confidently and knowledgeably handle customer complaints while maintaining composure, and take all possible actions to resolve issues to the customers' expectations without compromising DHL's position by over-committing to customers , or being unrealistic in what is offered.
• Ensuring that all interactions with customers are in accordance with the Mystery Shopper guideline scripts.
• Liaise with all DHL employees in a professional and cooperative manner at all times, and consistently strive to promote a positive team spirit and adhering to DHL's values at all times.
• Undertake any other related tasks or responsibilities as reasonably directed or required.
• Highlight areas for improvement with suggested solutions to improve DHL's procedures, technology and service to positively enhance our customers' experience with DHL.

Requirements:
Essential
Previous experience dealing with a wide range of customers face to face or over the phone in busy service industries
Excellent spoken and written command of the English language with a cheerful, confident, professional and courteous tone
Excellent interpersonal skills and relates well with a wide range of people/customers
Experience in resolving straight forward customer conflict
Demonstrated excellent attention to detail
Demonstrated ability to work effectively as part of a busy team
Basic computer skills including the ability to navigate around a computer
Ability to work flexible rostered hours, including scheduled breaks
Working knowledge of Microsoft Office
Tolerance for stress in a fast paced working environment
Desirable

• Previous call center experience
• Previous experience of telephone and/or electronic order booking systems
• Demonstrable success in achieving targets through selling services and products
• Essential
• A minimum of grade 10 schooling or equivalent
• High school certificate

Skills Required