Customer Service Advisor

20 hours ago

Jakarta, Indonesia DHL Full time

**WE DRIVE FOR QUALITY AND EXCELLENT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS.**

DHL pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide. The more people we connect with, the better life will be on our planet. Are you interested to join the world's most international company and make a difference? Then come to join DHL Express Team and become a Certified International Specialist

**Join DHL today**

**Your tasks**:
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.

**Main Responsibilities**:

- Accept and register bookings for DHL services
- Offer alternatives to customers and seize upselling and cross-selling opportunity of valued added services (eg. Sale 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 integrity and emotional intelligence 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
- Implement 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
- Provide full product and services for customers by receiving inbound /incoming calls.
- Follow-up customer’s request which relevant with DHL products and services in first call resolution manner

**Your Profile**:

- Fluent in Bahasa & English (written & spoken)
- Minimal Bachelor Degree in any major.
- Possess a high level of intelligence, excellent interpersonal and communication skills
- Able to work in a team
- Excellent in resolution, typing & telephone skills
- Computer literacy (MS Office, Netscape Mail

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