Call Center Advisor

The job holder will be 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 YOUR TASKS 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 valueadded 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 countryspecific 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 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 overcommitting to customers or being unrealistic in what is offered YOUR PROFILE 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 Demonstrated excellent attention to detail The Arabic Language is distinct Advantage Demonstrated ability to work effectively as part of a busy team Proficient computer skills Ability to work flexible rostered hours including scheduled breaks Working knowledge of Microsoft Office Tolerance for stress in a fast paced working environment Previous call center experience is preferred A minimum of grade 10 schooling or equivalent is required but a high school certificate is preferred