Customer Contact Advisor

hace 4 días

Heredia, Costa Rica DHL A tiempo completo

**What makes DHL great? **Our People We know each employee’s individual contributions make us the #1 Express Delivery and Logistics Company in the world.

**_Distinguished as No. 1 World’s Best Workplace by Great Place to Work and Fortune Magazine_**

DHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our corporate culture is about personal commitment - to our business, to each other and to our global communities. DHL is dedicated to being a great place to work. In addition to competitive compensation packages, our employees enjoy a range of programs, services and benefits that bring the best to their personal lives.

**Start YOUR career with DHL today**

**Key activities**
- Attentively track & trace shipments, rectify shipping errors, product ordering, delivery status, and pick up/drop offs.
- Field a high volume of customer inbound calls and assess our customers’ needs, promoting DHL Express services and products and distributing calls when necessary.
- Effectively manage a variety of database and web based programs in order to provide a timely response to customers.
- Utilize your leadership skills by coordinating with other departments when outages occur and calls must be redirected.
- Offer alternatives to customers and potentially turn information calls into sales leads or 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 shipment status and tracking. US documentation requirements, 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.
- Increase customer use of self-service options by answering questions on use and navigation of DHLUSA Website, TAS, EEF, Webship and by making appropriate recommendations for their use.
- Liaise with Operations Department and other departments on quick and efficient resolution of customer issues and queries.

Provides a variety of customer service support duties to customers.
- Ensures timely and accurate information is provided to customers in a professional manner.
- Promotes and sells the company’s products and services. Provides operational management and support at call center locations to ensure efficient and timely resolutions of customer service issues.
- Confidently and knowledgeably provide the full suite of DHL customer service offerings (eg. booking, enquiries, shipment status, tracking etc) to all parties contacting DHL via the customer service 800 number and other contact modes.
- Identify areas for improvement by suggesting solutions to improve DHL's procedures, technology and service to positively enhance customer's experience with DHL.
- Adhere to existing Customer Service procedures as outlined in the department manuals, while maintaining discretion to exercise flexibility to customers needs within reasonable limits in consultation with CS supervisors and managers.

**Experience and Background Academics**
- 1 year experience in a Customer Service role (desired)
- High School Diploma or GED required

**Skills/Qualifications**
- Communication skills - spoken and written, high level of typing skills: Provides both verbal and written information in a timely, clear and needs of others. Listens attentively, and summarizes or asks questions when needed, to clarify information
- Problem solving skills
- Having a high level of computer skills proficiency
- Being passionate of supporting others to solve customer’ needs.
- Listening assertively and provide responsive attention to customer’ needs bases on customer service protocol established.
- Analytical skills: Breaks down customer problems or situations into their component parts, understands the stated issues and the unstated issues, and understands the nature of parts and their relationship to one another. Seeks out and critically evaluates both numerical and narrative information. Draws accurate conclusions.
- Planning & Organizing: Establishes a course of action and a sequence of steps to ensure that activities and objectives are efficiently achieved. Is structured with good personal organization. Uses efficient work methods and tools.
- Decision Making: Makes timely and appropriate choices based on accurate analysis and experience. Uses sound judgment.
- Results Orientation: Continually seeks to accomplish critical tasks with measurable results. Overcomes obstacles and makes adjustments to achieve results. Focuses self to achieve targets aligned with business goals.
- Teamwork: Works cooperatively with others to achieve target and objectives.

Accomplishes own tasks in support of team goals and actively offers to help colleagues. Supports groups decisions.
- Accountability: Acts responsible.

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