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Contact Centre Executive

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DHL

Dec 14

Applications are closed

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Logistics
  • Mumbai

Requirements

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

Responsibilities

  • 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.

FAQs

What is the role of a Contact Centre Executive at DHL?

The Contact Centre Executive provides customer service support by handling bookings, inquiries, shipment status, and tracking for DHL’s services while ensuring a positive customer experience.

What qualifications are required for this position?

A graduation or diploma (equivalent) along with 2 years of experience in a Customer Contact Centre or Telesales environment in a service industry is preferred.

Is experience in a specific industry necessary for this role?

While not mandatory, experience in a customer service or telesales environment, particularly within the logistics or service industry, is preferable.

What key skills are needed for the Contact Centre Executive position?

The ideal candidate should possess excellent typing, telephone, conflict resolution, technical, communication, negotiation, and interpersonal skills.

Who does the Contact Centre Executive report to?

The Contact Centre Executive reports to the Contact Centre Supervisor (Frontline).

Will the Contact Centre Executive need to liaise with other departments?

Yes, the Executive will need to collaborate with the Operations Department and other departments to resolve customer issues and queries efficiently.

What kind of environment does DHL provide for employees?

DHL promotes a collaborative team environment and encourages employees to exercise empathy and professionalism while engaging with customers.

Are there opportunities for career growth in this position?

Yes, there are opportunities for career growth, as the role has informal influence to enable improvement and change within the organization, which can lead to further advancement.

What is the expected customer interaction volume for this role?

The role involves interacting with a significant volume of customers through the customer service hotline and other contact modes.

Do you offer training for new hires?

Yes, new hires typically undergo training to familiarize themselves with DHL’s services, customer service procedures, and systems.

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DHL

Transportation
Industry
10,001+
Employees
1969
Founded Year

Mission & Purpose

DHL is the leading global brand in the logistics industry. Our divisions offer an unrivalled portfolio of logistics services ranging from national and international parcel delivery, e-commerce shipping and fulfillment solutions, international express, road, air and ocean transport to industrial supply chain management. With about 395,000 employees in more than 220 countries and territories worldwide, DHL connects people and businesses securely and reliably, enabling global sustainable trade flows. With specialized solutions for growth markets and industries including technology, life sciences and healthcare, engineering, manufacturing & energy, auto-mobility and retail, DHL is decisively positioned as “The logistics company for the world”. DHL is part of Deutsche Post DHL Group.

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