DohaFull-time, TemporaryThe 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.
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.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.