Customer Service Advisor

2 days ago


Jakarta, Indonesia DHL Full time

Accept and register bookings for DHL services
- Offer alternatives to customers and seize upselling and cross-selling opportunity of valued added services (eg. Sales Leads, shipment insurance) during interaction with customer
- Respond to customers consistently and confidently by providing accurate information in all areas such as custom requirements, transit time and prices
- Enhance service experience in DHL by exercising professionalism and empathy when dealing with each individual customer’s varying needs and demands
- Liaise with Operations and other departments for quick and efficient resolution of customer issues and queries
- Highlight areas for improvement with suggested solutions to improve DHL’s procedures, technology and service to positively enhance customer’s experience with DHL
- Adhere to global CS procedures while maintaining discretion to exercise flexibility to customers’ needs within reasonable limits in consultation with CS supervisors and managers
- Assist the supervisors (if applicable) to carry out relevant CS orientation / training programs for new or existing CS staff
- 2 years experience in a Customer Contact Centre or Telesales environment in a service industry (preferable)
- Bachelor Degree in Business (preferable) or equivalent
- Fluent English
- Local language (where applicable)



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