Contact Centre Executive

Job Title- CONTACT CENTRE EXECUTIVE (FRONTLINE)

Introduction

DHLis a leading global brand in the logistics industry.DHL’s family of divisions offers an unrivalled portfolio of logistics services, ranging from national and international parcel delivery, international express, road, air and ocean transport, to industrial supply chain management. With its unrivalled presence in developing markets,DHLis decisively positioned as “THE logistics company for the world”.

DHL Express is a company that pioneered cross-border express delivery in 1969 & now is active in more than 220 countries and territories worldwide. We connect people and improve their lives. And we do it by being uncompromisingly customer-centric and delivering excellence day in and day out. By bringing people together and making life simpler – for our customers, our employees, our investors, and our society – we help make the world a better place.

Role Descriptor

DHL Express is looking for a Contact Centre Executive to join & lead the respective team. The Executive will have to confidently and knowledgeably provide the full suite of DHL customer service offerings (e.g. booking, enquiries, shipment status, tracking etc) to all parties contacting DHL via the customer service hotline and other contact modes.

Role Details

• Corporate Division: DHL Express
• Business Division: Customer Service
• Business Unit: India Customer Service
• Reports to: Contact Centre Supervisor (Frontline)
  
  
  

Scope of role

• Budgeted T/O in M or BN € [2021]: €414.3 Million
• Number of countries covered [2021]: India
• Expected profit of business in M or BN € [2021]: Negative 6.4 Million €
  
  
  

Key Responsibilities

He/she will have to perform the following key activities:

• To Accept and register bookings for DHL services.
• To Offer alternatives to customers and potentially turn information calls into sales leads.
• To identify other additional value added services to customers when opportunities arise during the course of interaction.
• Respond to customers consistently and confidently by providing accurate information in all areas such as custom requirements, transit time and prices.
• He/she should enhance service experience in DHL by exercising professionalism and empathy when dealing with each individual customer’s varying needs and demands.
• To Liaise with Operations Department and other departments on quick and efficient resolution of customer issues and queries.
• Highlight areas for improvement with suggested solutions to improve DHL’s procedures, technology and services, to positively enhance customer’s experience with DHL.
• Adhere to existing Customer Service procedures as outlined in the department manuals.
• Maintaining discretion to exercise flexibility to customers’ needs within reasonable limits in consultation with CS supervisors and managers.
• He/She should have informal influence to enable improvement and change within the organization.
  
  
  

Skills Required

• Typing skills (at least 30 wpm preferable)
• Telephone skills (excellent)
• Conflict resolution skills (excellent)
• Technical Skills (Telephone and Order Booking systems preferable)
• Communication skills - spoken and written (excellent)
• Negotiation and interpersonal skills (excellent)
  
  
  

Profile Requirements

• 2 years of experience in a Customer Contact Centre/Telesales environment in a service industry (preferable)
• Experience working in teams
• Graduation or Diploma (equivalent)
  
  
  

Profile Requirements

• 2 years of experience in a Customer Contact Centre/Telesales environment in a service industry (preferable)
• Experience working in teams
• Graduation or Diploma (equivalent)