Key activities

Overall goals / Typical measures

Customer

To accept Calls from Contact Centre Within 20Sec, Chat Within 60sec & responding to emails within 4 hrs

To accept and register customer bookings for a range of DHL services and accurately input relevant booking data into DHL applications.

Knowledgeably offer customers the most suitable DHL service based on their unique needs, and actively attempting to close the transaction by converting their enquiries and securing their bookings.

Identify potential for selling additional services and products (e.g. Insurance, time definite delivery, packaging, account facilities, etc) while interacting with customers and proactively sells these to secure additional/new revenue sources for DHL. This includes asking customers the appropriate questions to match their needs against value-added services, professionally offering and convincing them on the benefits of the services, handling their objections or reservations (if any) and closing the transaction by successfully securing their purchase of the offered services.

To effectively respond to all customer enquiries regarding DHL’s services, by consistently and confidently providing customers with accurate information on prices, transit times, customs paperwork requirements, packaging, country-specific requirements (including potential customs clearance delays), straight forward account and sales questions. To lodge a trace when necessary ensuring that the customer receives service from Customer care regarding their issue.

Exercise professionalism and provide first class customer service bearing in mind that all DHL customers have an express requirement and are looking for immediate and hassle-free solutions.

Confidently and knowledgeably handle customer complaints while maintaining composure, and take all possible actions to resolve issues to the customers’ expectations without compromising DHL’s position by over-committing to customers , or being unrealistic in what is offered.

Ensuring that all interactions with customers are in accordance with the Mystery Shopper guideline scripts.

All key activities are monitored monthly through Quality Monitoring calls “minimum 10 coaching”” 8 Remotely and 2 side by side coaching / Incentive scheme.

Quality Monitoring Target >90% ref “CQ – Call Quality”

• Quality Scores split into 2 categories – Customer Experience and Business Process

All procedures need to be adhered to achieve both individual and department measurements in revenue generation and Service Excellence.

Achieve individual monthly See ref doc Cash Booking “CB”

Contribute to Customer Service Department goals, which include:
answer all customer queries at time of call, Chat /Emails and provide the customer with service information on demand.

Feed back related information to customers, CSA’s, Team Leaders, Sales, Operations, and relevant DHL network stations.

Show empathy, patience, and support to new team members.

Adhere to existing Customer Service procedures as outlined on the department intranet, while maintaining discretion to exercise flexibility to customers’ needs within reasonable limits in consultation with CS Team Leaders and Managers.

Stakeholder

Always liaise with all DHL employees in a professional and cooperative manner, and consistently strive to promote a positive team spirit and adhering to DHL’s values at all times.

Undertake any other related tasks or responsibilities as reasonably directed or required.

Behaviour must always be in accordance with DHL’s code of conduct, values and policies.

Process

Highlight areas for improvement with suggested solutions to improve DHL’s procedures, technology and service to positively enhance our customers’ experience with DHL..

Be aware of the individual and department performance indicator requirements and strive to consistently achieve these. “Global KPI’s/Regional KPI’s/Key Attributes…..

Key capabilities

Accountability
Is reliable and follows reasonable directions from Team Leaders/Senior Agents/Managers including the observance of DHL’s policies, procedures, code of conduct and values. Is always punctual.
Customer Orientation
Works hard to exceed customer expectations by prioritising customer needs and having a genuine willingness/eagerness to please them.
Resilience
Remains calm under pressure, responding well to change and remaining positive despite setbacks.
Communication Skills
Is well spoken and possesses an excellent command of the French & English language. Tone is cheerful, confident, professional, and courteous.
Interpersonal Skills
Relates well with people from a wide variety of backgrounds and nationalities and is able to build effective business relationships quickly over the phone.
Initiative
Is proactive and takes responsibility for own actions and decisions within the scope and boundaries of the role. Knows where to locate relevant information and checks facts and data.
Commitment to Excel
Achieves results and willingly tackles demanding tasks. Sets challenging personal goals and strives to achieve individual and departmental targets. Responds well to coaching for improvement and actively participates in own development.
Attention to Detail
Is thorough and provides attention to detail to all tasks undertaken. Stays focused on the details of the job, no matter how small. Checks and monitors own work to ensure 100% accuracy.
Sales Orientation
Proactively identifies opportunities for converting customer enquiries to bookings and selling DHL’s suite of value-added services and products. Displays enthusiasm and persistence in securing sales with customers.
Problem Solving
Understands potential difficulties and their causes. Generates workable solutions and makes rational judgements allowed within the scope of the role.
Teamwork
Works cooperatively with others to achieve individual and group goals. Accomplishes own tasks in support of team goals and works cooperatively within teams.

Experience

Essential
§ Previous experience dealing with a wide range of customers face to face or over the phone in busy service industries.
§ Good spoken and written command of the French/English language with a cheerful, confident, professional, and courteous tone
§ Excellent interpersonal skills and relates well with a wide range of people/customers.
§ Experience in resolving straight forward customer conflict.
§ Demonstrated excellent attention to detail.
§ Demonstrated ability to work effectively as part of a busy team.
§ Basic computer skills including the ability to navigate around a computer.
§ Ability to work flexible rostered hours, including scheduled breaks.
Desirable
§ Previous call centre experience
§ Previous experience of telephone and/or electronic order booking systems
§ Demonstrable success in achieving targets through selling services and products