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Contact Centre Executive Full Time
About the job
Job Title- CONTACT CENTRE EXECUTIVE (FRONTLINE)
Introduction
DHL is a leading global brand in the logistics industry. DHLs family of divisions offers an unrivalled portfolio of logistics services, ranging from national and international parcel delivery, international express, road, air and ocean transport, to industrial supply chain management. With its unrivalled presence in developing markets, DHL is decisively positioned as THE logistics company for the world.
DHL Express is a company that pioneered cross-border express delivery in 1969 & now is active in more than 220 countries and territories worldwide. We connect people and improve their lives. And we do it by being uncompromisingly customer-centric and delivering excellence day in and day out. By bringing people together and making life simpler for our customers, our employees, our investors, and our society we help make the world a better place.
Role Descriptor
DHL Express is looking for a Contact Centre Executive to join & lead the respective team. The Executive will have to confidently and knowledgeably provide the full suite of DHL customer service offerings (e.g. booking, enquiries, shipment status, tracking etc) to all parties contacting DHL via the customer service hotline and other contact modes.
Role Details
Corporate Division: DHL Express
Business Division: Customer Service
Business Unit: India Customer Service
Reports to: Contact Centre Supervisor (Frontline)
Scope of role
Budgeted T/O in M or BN [2021]: 414.3 Million
Number of countries covered [2021]: India
Expected profit of business in M or BN [2021]: Negative 6.4 Million
Key Responsibilities
He/she will have to perform the following key activities:
To Accept and register bookings for DHL services.
To Offer alternatives to customers and potentially turn information calls into sales leads.
To identify other additional value added services to customers when opportunities arise during the course of interaction.
Respond to customers consistently and confidently by providing accurate information in all areas such as custom requirements, transit time and prices.
He/she should enhance service experience in DHL by exercising professionalism and empathy when dealing with each individual customers varying needs and demands.
To Liaise with Operations Department and other departments on quick and efficient resolution of customer issues and queries.
Highlight areas for improvement with suggested solutions to improve DHLs procedures, technology and services, to positively enhance customers experience with DHL.
Adhere to existing Customer Service procedures as outlined in the department manuals.
Maintaining discretion to exercise flexibility to customers needs within reasonable limits in consultation with CS supervisors and managers.
He/She should have informal influence to enable improvement and change within the organization.
Skills Required
Typing skills (at least 30 wpm preferable)
Telephone skills (excellent)
Conflict resolution skills (excellent)
Technical Skills (Telephone and Order Booking systems preferable)
Communication skills – spoken and written (excellent)
Negotiation and interpersonal skills (excellent)
Profile Requirements
2 years of experience in a Customer Contact Centre/Telesales environment in a service industry (preferable)
Experience working in teams
Graduation or Diploma (equivalent)
Prepared By:
Hiring Manager/
Contact Centre Executive
Approved By:
Sarbani Sengupta
VP – Customer Service
Approved by:
Sunjoy Dhaawan
VP – Human Resources
Signature:
Signature:
Signature:
Date:
Date:
Date:
Desired Skills and Experience
Profile Requirements
2 years of experience in a Customer Contact Centre/Telesales environment in a service industry (preferable)
Experience working in teams
Graduation or Diploma (equivalent)
