Contac Center Advisor

hace 2 semanas


San Francisco, Heredia, Costa Rica DHL A tiempo completo
Asegura la satisfacción y la calidad del servicio al cliente dando respuesta y solución a cada necesidad de los clientes de conformidad con los más altos estándares y
procedimientos de DHL. Excede las expectativas del cliente identificando, procesando y resolviendo o derivando sus necesidades para garantizar una alta calidad de
servicio teniendo como objetivo la solución en el primer contacto. Informa al cliente sobre los servicios y productos de DHL para garantizar el conocimiento y la
comprensión de los procesos y requisitos. Ofrece a los clientes productos adicionales que agreguen valor al servicio que ofrece la compañía.

Aceptar y registrar retiros para servicios de DHL

  • Ofrecer opciones a clientes y convertir llamados de información en Sales Leads y/o oportunidad de ventas, así como también ofrecer productos en caso de estar
disponible y que aplique

  • Entregar al cliente información de forma consistente, fiable y precisa respecto a requisitos personalizados, tiempo de tránsito, valores en dólares, como también
requerimientos aduaneros cuando aplique

  • Mejorar la experiência del servicio en DHL mediante el ejercicio de la profesionalidad y empatía cuando se trata con diferentes necesidades y demandas de cada
cliente dando como resultado la lealtad del cliente

  • Establecer contacto con el departamento de Operaciones y otros departamentos para la resolución rápida y eficaz a las consultas y problemas de los clientes.
  • Identificar las áreas de mejora sugiriendo soluciones para el perfeccionamiento sobre los procedimientos de DHL, tanto tecnológicos como sus servicios y así dar
positivamente el cumplimiento de la experiência del cliente con DHL

  • Cumplir con los procedimientos de servicio al cliente más actualizados
  • Capacidad de trabajo en equipo, flexible, participativo y polifuncional ante necesidades del servicio
  • Apoyar la atención telefónica en los desbordes y alertas informados programados por workforce management y/o el equipo de líderes, para cumplir con losTARGETS
Asegurar el cumplimiento de los diferentes indicadores del área

  • Estudios Universitarios en curso.
Preferiblemente en la carrera de Comercio Exterior, Administración de Empresas o carrera afín.

  • Inglés intermedio.
  • Manejo y dominio de conceptos básicos en procesos aduanales de importación y exportación de mercancías.
  • Manejo de Microsoft Windows, Word, Excel y Powerpoint.
  • Herramientas: Avaya, Teams,CSV, Sherloc, GURU, PPMT, MCT
  • Competencias:
  • Foco en el Cliente
  • Resolución de Problemas
- Ética & Integridad

  • Pensamiento Creativo &
Innovador
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