Customer Contact Advisor 90% English Required
DHL International GmbH
Heredia, Provincia de Heredia, Costa Rica
hace 5 horas

Heredia, Provincia de Heredia, Costa Rica DHL Express req81570

Would you like to be part of the most international company in the world? Does being a valued member of an organization operating in more than 220 countries worldwide which pioneered cross-

border express shipping in 1969 sound great? Do you want to make a real difference as part of a fast paced business that connects people across the globe?

Then join DHL Express and become a key member of a dynamic team of more than 90,000 passionate Certified International Specialists spread across the globe.

to join in our team in US Customer Service Costa Rica Site. Accountabilities :

  • Attentively track & trace shipments, rectify shipping errors, product ordering, delivery status, and pick up / drop offs.
  • Field a high volume of customer inbound calls and assess our customers’ needs, promoting DHL Express services and products and distributing calls when necessary.
  • Effectively manage a variety of database and web based programs in order to provide a timely response to customers.
  • Utilize your leadership skills by coordinating with other departments when outages occur and calls must be redirected.
  • Offer alternatives to customers and potentially turn information calls into sales leads or 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 shipment status and tracking.
  • US documentation requirements, custom requirements, transit time and prices.

  • Enhance service experience in DHL by exercising professionalism and empathy when dealing with each individual customer's varying needs and demands.
  • Increase customer use of self-service options by answering questions on use and navigation of DHL-USA Website, TAS, EEF, and Webship by making appropriate recommendations for their use.
  • Handle any Frontline overflowing calls
  • Service Improvement Issues

  • Identify areas for improvement by suggesting solutions to improve DHL's procedures, technology and service to positively enhance customer's experience with DHL.
  • Adhere to existing Customer Service procedures as outlined in the department manuals, while maintaining discretion to exercise flexibility to customers’ needs within reasonable limits in consultation with CS supervisors and managers.
  • Skills / Qualifications Typing skills (excellent)

  • Telephone skills (excellent)
  • Conflict resolution skills (excellent)
  • Technical Skills (Telephone and Order Booking systems preferable)
  • Communication skills - spoken and written (excellent)
  • Interpersonal skills (excellent)
  • Problem solving skills (excellent)
  • Having a high level of computer skills proficiency
  • Being passionate of supporting others to solve customer’ needs.
  • Interacting assertively with people by making use of your great verbal and written communication skills.
  • Listening assertively and provide responsive attention to customer’ needs. Expected years of experience (Minimum)1 year experience in a Customer Service role (desired)
  • Experience working in teams (desired) Shift : from 9 : 00am to 6 : 00pm

    DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.

    Añadir a los favoritos
    Eliminar de mis favoritos
    Mi Correo Electrónico
    Al hacer clic en la opción "Continuar", doy mi consentimiento para que neuvoo procese mis datos de conformidad con lo establecido en su Política de privacidad . Puedo darme de baja o retirar mi autorización en cualquier momento.
    Formulario de postulación