Customer Enquiry Advisor
Al Khobar, Saudi Arabia
Job Description
(22009FB)
Saudi Arabia-Eastern Province-Al Khobar | Full-time | Permanent | Shift
- POSITION IDENTIFICATION:
Major challenges Handling angry customers Grade of service GOS: Answer Greater than or equal to 90% of inbound calls within 10 seconds, this is done through adhering to schedule as planned and set on the roster. Abandon calls: Maintaining Less than or equal to 1% of lost calls from total calls received above 10 secs Doing it right every time and simplify customer’s life to the best of their ability.
Customer Service Supply accurate & detailed information to customers and advise customers of shipment acceptance & carriage. Sell insurance to customers wherever possible. Always support customer requests and follow up when needed
Job Title Customer Enquiry Advisor SA Customer Service Job Grade O
Key purpose: The call center Advisor is responsible for answering customer calls and inquiries ensure customers bookings and traces are actioned as per network standards and provide a proficient, courteous, efficient and proactive point of contact for customers both internal. The advisor is responsible to be timely when scheduled and to make sure to the schedule as stated by the management. The advisor also responsible in helping to achieve revenue and upselling targets through optimally promoting and selling DHL’s products and beneficial service.
Decision making authority: Open traces, updating customer with shipment process, call the operation to check time of delivery, provide customer with shipping process and requirements, register booking, open sales leads, open quotes sells the products and service, address complaints, maintain good relation with the customers by providing them with the highest quality service possible to offer.
Principal accountabilities: Arrange Booking for pickup Customer complaint handling Transfer Calls Make follow-up calls Tracing shipment. Open and provide information Gain all types of calls
person specification
- Education
Essential
- Excellent spoken and written command of the Arabic (English for non-Saudi advisors) and Fair spoken and written command in English language with a cheerful, confident, professional and courteous tone
- Excellent social skills and relates well with a wide range of people/ customers understanding
Experience in resolving straight forward customer conflict
- Confirmed excellent attention to detail
- Shown ability to work optimally as part of lively team
- Basic digital literacy including the ability to navigate around a computer
- Ability to work flexible roster hours, including schedule breaks
Solid understanding of Microsoft Office
- Tolerance for stress in a fast paced working environment
Desirable
- Previous call center experience
- Previous experience dealing with a wide range of customers face to face or over the phone in busy service industries
- Previous experience of telephone and/or electronic order booking system
- Demonstrated success in achieving target through selling service and products
Technical Knowledge/Skills Using the PC Personal Attributes Patience
Arabic Language Skills English Language Skills (an advantage) ___________________________________________________________________________________ ____________________________________________________________________________________ Proficiencies
Influencing the business PASSION FOR CUSTOMER SERVICE: Drive to identify, understand and give high priority to customer needs. Anticipating and providing solutions to internal and external customers in a helpful, friendly and honest manner.
Interpersonal / communication COMMUNICATION: Ability to express well-thought concise and timely oral and written information. Ability to adjust language or terminology to the characteristics and needs of the audience. INTERPERSONAL UNDERSTANDING: Ability to understand the perceptions and needs of others, as well as to pick up clues to others’ current unspoken thoughts and feelings. Understanding the underlying reasons for behaviours and concerns. TEAMWORK: Working effectively within a team or outside the formal line of authority to accomplish objectives. Demonstrating understanding of how own role fits within DHL as a whole.
Personal ACHIEVEMENT DRIVE: Demonstrating a high level of commitment, energy, resilience and tenacity in doing the job. Being frustrated with the status quo. Setting high standards and challenging goals and continually striving to reach or exceed them. ATTENTION TO DETAIL: Showing a general concern for all aspects and details of the job, accurately checking own work and monitoring data. INITIATIVE: Willingness to take up an idea that can add value to the business, run with it and turn it into reality. Taking action to ensure objectives are met or exceeded without being asked. TOLERANCE FOR STRESS: Maintaining stable performance under pressure and remaining calm, objective and controlled in responding to urgent situations.
Problem solving DECISION MAKING/JUDGEMENT: Ability to choose between different alternatives with care. Use sound judgement in conditions of uncertainty.
Technical / professional DHL KNOWLEDGE: Demonstrating an adequate knowledge of DHL strategy, services, products, organisation, procedures and business processes. JOB KNOWLEDGE/SKILLS: Achieving a high level of job-related knowledge and skills. Assimilating and applying in a timely manner new job-related info Posting Legal Entity SNAS Postal Est.
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Job Detail
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Job IdJD1407191
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationAl Khobar, Saudi Arabia
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EducationNot mentioned