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Contact Centre Executive

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DHL

7d ago

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

AI generated summary

  • You need typing skills (30 wpm), excellent telephone, conflict resolution, communication, negotiation, and interpersonal skills, plus 2 years' experience in a customer service role and a diploma or graduation.
  • You will register bookings, convert inquiries into sales, provide customer info, resolve issues, suggest improvements, and enhance service through professionalism and empathy.

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 job title for this position?

The job title for this position is Contact Centre Executive (Frontline).

What company is hiring for this position?

DHL is the company hiring for this position.

What are the primary responsibilities of a Contact Centre Executive?

The primary responsibilities include accepting and registering bookings, responding to customer inquiries, offering alternatives to customers, liaising with other departments, and enhancing the service experience.

What qualifications are required for this position?

A graduation or diploma (equivalent) is required, along with 2 years of experience in a Customer Contact Centre/Telesales environment.

What skills are necessary for a Contact Centre Executive at DHL?

Necessary skills include excellent telephone and communication skills, conflict resolution skills, technical skills, negotiation, and interpersonal skills.

Who does the Contact Centre Executive report to?

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

Is there any specific typing speed requirement for this position?

Yes, a typing speed of at least 30 words per minute is preferable.

Does the job involve working as part of a team?

Yes, experience working in teams is required for this position.

What is the scope of the role in terms of budget and countries covered?

The budgeted turnover for 2021 is €414.3 million, and the role covers India.

What kind of working environment can one expect in this role?

The working environment is a customer service-focused setting, requiring the ability to manage customer interactions with professionalism and empathy.

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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.