Customer Service Agent — Logistics & Customer Care

DHL Supply Chain; Coventry; On-site; Confidential; Full time

Benefits offered by this job

Pension scheme

GP service

Retail discounts

Loans & mortgage advice

Job summary

DHL Supply Chain in Coventry is seeking a Customer Service Agent to play a key role at the centre of our fulfilment operation. You will provide outstanding service via telephone, online chat and email, understanding customer needs and tailoring the service to them.

The role suits those with contact centre experience handling complex enquiries and complaints, adaptability to adjust service style to each customer, and a strong belief in first‑class customer service.

Qualifications

• Experience in a contact centre environment handling complex enquiries and complaints.
• Adaptability, changing the style of service to best suit each customer.
• Professional understanding of what first-class customer service is and why it's so vital.

Responsibilities

• Providing outstanding service to customers via telephone, online chat and email and other activities that are needed to deliver a great customer experience.
• Understanding each customer's needs and wants, allowing you to tailor the service specifically for them.
• Maintaining a high level of accuracy, attention to detail and product knowledge to help drive repeat custom.
• Taking ownership of allocated customer issues, resolving appropriately and following up to maintain customer confidence and encourage repeat business.
• Advising customers on care and maintenance of their products, creating opportunities for add on sales where appropriate.

Skills

Customer service

Communication skills

Multitasking

Problem solving

Job description

DHL Supply Chain in Coventry is seeking a Customer Service Agent to play a key role at the centre of our fulfilment operation. You will provide outstanding service via telephone, online chat and email, understanding customer needs and tailoring the service to them.

The role suits those with contact centre experience handling complex enquiries and complaints, adaptability to adjust service style to each customer, and a strong belief in first‑class customer service.