Customer Enquiry Advisor

DHL Express; Al Khobar; On-site; SAR 45,000 - 89,000; Full time

Job summary

DHL Express Saudi Arabia is seeking a proactive Call Center Advisor to handle inbound calls, arrange pickups, trace shipments, and provide accurate information. You will promote DHL products, deliver exceptional service, and maintain strong customer relationships in a fast-paced environment.

Ideal candidates have at least 1 year in customer service, strong communication and typing skills, and fluency in English; Arabic is a plus. On-site position with international brand and growth opportunities.

Qualifications

• High school education or above.
• At least 1 year experience in customer service.
• Experience in call center environments.
• Experience with telephone/electronic order booking.
• Proven sales ability to upsell services.
• Excellent typing and communication skills.
• Fluent in English; Arabic is a plus.
• Strong teamwork and attention to detail.

Responsibilities

• Answer customer inbound calls and inquiries.
• Arrange bookings for pickup and trace shipments.
• Handle customer complaints and transfer calls.
• Provide accurate shipment information and updates.
• Promote and upsell DHL products and services.
• Open tracing files and follow up with customers.

Skills

Customer service

Communication skills

Team player

Attention to detail

Critical thinking

Typing skills

Fluent English

Arabic language (advantage)

Education

High school diploma or above

Tools

Telephone order booking system

Job description

YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS. Would you like to become part of the world's most international company in the world?

A company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide.

Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet.

Join our team and discover how an international network that's focused on service, quality and sustainability, is able to connect people and improve lives through the power of global trade. And not just for our customers, but for every member of our team too. To learn more about our culture, motivated people and our purpose, please visit www.dpdhl.jobs/express

Do you want to make a difference? Then come to our "Insanely Customer Centric" Team and become a Certified International Specialist!

Overall Role Purpose

The call center Advisor is responsible for answering customer inbound calls and inquiries:

• Ensure customers bookings and traces are actioned as per network standards
• Provide a competent, courteous, efficient and proactive point of contact for customers both internal & extrnal
• Responsible to be on time when scheduled and to adhere to the schedule as stated by the management.
• Responsible in helping to achieve revenue and upselling targets through effectively promoting and selling DHL’s products and value added service.

Your Tasks:

Service Quality:

• Arrange Booking for pickup.
• Customer complaint handling
• Transfer Calls
• Make follow up Calls.
• Tracing shipment. Open and provide information.
• Capture all types of Calls.

Customer Service:

• Supply correct & precise information to customers and advise customers of shipment acceptance & carriage.
• Sell insurance to customers wherever possible.
• Always support customer requests and follow up when needed.

Open tracing files, updating customer with shipment process, call the operation to check time of delivery, provide customer with shipping process and requirements, register booking, generate sales leads, open quotes, sells the products and service, address complaints, maintain good relationship with the customers by providing them with the highest quality service possible to offer.

Your Profile:

• High school education or above
• Preferable 1 year experience on Customer service
• Previous call center experience
• Previous experience dealing with a wide range of customers face to face or over the phone in busy service industries.
• Previous experience of telephone and/or electronic order booking system
• Demonstrated success in achieving target through selling service and products.
• Excellent typing skills
• Strong written and verbal communication skills are essential.
• Fluent in English, Arabic language is an added advantage.
• Critical thinking
• Attention to detail.
• Be an effective team player.

Our Offer:

• Strong career support in an international environment.
• Great culture and colleagues.
• Multifarious benefit program.