Customer Service Representative

Job Description

As a Customer Inquiry Advisor located in [City, State], you will be the face and voice of DHL Express, confidently providing a comprehensive suite of customer service solutions.

**About the job**
Your primary goal is to manage shipment bookings, handle inquiries, and provide real-time tracking updates with professionalism and empathy, ensuring every interaction enhances the DHL service experience.

**In this role, you will**
Serve as the primary point of contact for customers via the hotline and various communication modes, providing expert advice on DHL service offerings.
Efficiently accept and register shipment bookings, ensuring all data is accurate and up-to-date.
Provide precise information regarding customs requirements, transit times, and competitive pricing to facilitate seamless shipping.
Proactively identify opportunities to offer alternative services or value-added solutions, turning simple inquiries into potential sales leads.
Liaise with the Operations department and other internal functions to ensure quick and efficient resolution of customer queries.
Exercise high levels of empathy and professionalism to meet the varying needs and demands of individual customers.
Actively highlight areas for procedural or technological improvement and suggest solutions to enhance the overall customer journey.
Provide necessary assistance to the backline team and manage import requests as required to maintain service flow.
Strictly follow established Customer Service procedures while maintaining the discretion to offer flexibility within reasonable limits.
Build trust and integrity through expert-level service, acting as a reliable representative of the DHL brand.

**Requirements**
Must hold a bachelor’s degree from a recognized institution.
Experience in a Customer Contact Center or Telesales environment within a service industry is highly preferred.
Excellent command of both spoken and written English is required.
Exceptional verbal and written communication skills, with the ability to adjust style to meet the needs of diverse audiences.

**Benefits**
[To be provided by the hiring manager.]

If you are ready to take on this challenge and contribute to our commitment to excellence, we encourage you to apply today!