Customer Service Advisor - Ftc

Dpdgroup; Chelmsford; On-site; GBP 18,000 - 23,000; Full time

Benefits offered by this job

Holiday trading

Enhanced maternity and paternity

Free life assurance (4x salary)

Free onsite car parking

Health kiosks at locations

Discounted shopping

Milestone days off

Eye tests and glasses support

Job summary

DPDgroup is seeking a customer service advisor to assist customers with parcel collection or delivery queries. You will work with Drivers, Shift Managers and Operations Managers to identify issues, take ownership, and resolve problems promptly.

The role emphasizes clear communication, accurate administration, and a proactive approach to resolving delivery disputes while promoting DPD services to customers.

Qualifications

• Experience in a fast-paced customer service environment.
• Confident telephone manner and ability to build quick rapport with customers.
• Polite, professional, and willing to go the extra mile.
• Strong admin skills and familiarity with MS Office.
• Self-motivated with initiative to solve problems.
• Demonstrates DPD DNA values: Passion, Respect, Honesty, Flexibility, Hard Work and Accountability.

Responsibilities

• Answer queries regarding delivery status and provide Proof of Delivery (POD).
• Investigate missing parcels and resolve delivery disputes.
• Promote DPD products and services to customers.

Skills

Customer service experience

Strong communication

Professional telephone manner

Polite and professional

Self-motivation + initiative

DPD core values

Tools

Microsoft Office

Job description

Job Description

In this role you will be helping both internal and external customers in relation to the collection or delivery of their parcel.

You will work closely with our Drivers, Shift Managers and Operations Managers to identify issues, proactively problem solve and take accountability and ownership for resolving these issues.

You’ll also be focussed on;

• Answer any queries with relation to a delivery status, and supplying Proof of Delivery (POD)
• Carrying out thorough investigations for missing parcels and resolving delivery disputes
• Promoting company products and services to new and existing customers

Qualifications

What we’re looking for;

• You will have proven and demonstrable experience of working in a fast paced customer service environment
• You will have strong communication skills with a confident telephone manner and the ability to build a quick rapport with the customer
• You will be polite and professional at all times and have a willingness to go the ‘extra mile’ to exceed customer expectations.
• Excellent administration skills with the ability to use Microsoft Office programmes
• Demonstrate high levels of self-motivation and initiative to effectively problem solve.
• Demonstrate the core DPD DNA values of Passion, Respect, Honesty, Flexibility, Hard Work and Accountability.

Additional Information

About our benefits:

We recognise that our people are at the heart of our business, without them we wouldn’t be able to deliver our award-winning service to millions of customers across the country each day. It’s important to us that we demonstrate our recognition of you in providing you with more than just a salary and job stability. To name but a few…

• Holiday trading
• Enhanced maternity and paternity package
• Free life assurance of 4 x salary on joining the pension scheme
• Free onsite car parking for all employees
• Health Kiosks visiting every location
• Discounted shopping from ’s of retailers including up to 5% off supermarket shopping
• Milestone Days off to celebrate with your family and friends
• For employees who regularly use a screen as part of their job we offer free eye tests and support with the cost of glasses