Customer Enquiry Advisor

Job Description

1. POSITION IDENTIFICATION:

Job Title

Customer Enquiry Advisor

Corporate Division

DHL Express

Business Division

Customer Service

Business Unit

SA Customer Service

Job Grade

O

Reports to

Customer Enquiry Supervisor

1. KEY PURPOSE:

The call center Advisor is responsible for answering customer calls and inquiries ensure customers bookings and traces are actioned as per network standards and provide a competent, courteous, efficient and proactive point of contact for customers both internal. The advisor is responsible to be on time when scheduled and to adhere to the schedule as stated by the management. The advisor also responsible in helping to achieve revenue and upselling targets through effectively promoting and selling DHL’s products and value added service.

1. REPORTING RESPONSIBILITIES:

Nil.

1. KEY WORKING RELATIONSHIPS

CONTACT

FREQUENCY

REASON

a. Internal

Operations Supervisor

Ad hoc

Special pick-up or delivery

Call Center Manager & Supervisor

Daily

Complaints, roster, support, coaching and meetings

Dispatcher

Ad hoc

Special Pick-up

Finance and HR

Periodically

When business or personal need requires

Call Center Supervisor

Daily

Sales leads, customer query, evaluation, coaching, roster, complaint support, challenges faced

b. External

Customers

Daily

Make bookings, Selling, Trace Shipment, Sales Leads, AWB Request, Transfer Calls, Pricing, transit time info etc., Follow-up Calls

1. DECISION MAKING AUTHORITY:

Open traces, updating customer with shipment process, call the operation to check time of del