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Contac Center Advisor

hace 1 mes

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