Customer Enquiry Advisor

About DHL Express and the Opportunity

DHL Express, a pioneer in cross-border express delivery since 1969, operates in over 220 countries and territories worldwide, connecting people and improving lives through global trade. We are seeking a Customer Enquiry Advisor to join our full-time team in Dhahran, Eastern region. This role is designed for individuals with 0-1 years of experience who are ready to become a Certified International Specialist within our "Insanely Customer Centric" environment.

Role Purpose

The primary purpose of the Customer Enquiry Advisor is to serve as the initial point of contact for customers, efficiently handling inbound calls and inquiries. This role involves providing comprehensive support and information to ensure customer satisfaction and operational efficiency within the DHL network.

Key Responsibilities

• Answer inbound customer calls and address inquiries promptly and professionally.
• Ensure customer bookings and traces are actioned according to network standards.
• Provide competent, courteous, efficient, and proactive support to internal and external customers.
• Adhere to scheduled working hours and management directives.
• Contribute to achieving revenue and upselling targets by promoting DHL’s products and value-added services.
• Arrange and register bookings for pickup, and provide customers with shipping process and requirements.
• Handle customer complaints, transfer calls when necessary, and conduct follow-up calls.
• Trace shipments, open and provide information, and update customers on the shipment process.
• Capture all types of calls and supply correct and precise information to customers, advising them of shipment acceptance and carriage.
• Sell insurance to customers where applicable and open quotes for services.
• Support customer requests and follow up as needed, including contacting operations to check delivery times.
• Generate sales leads and sell products and services.
• Maintain strong customer relationships by delivering high-quality service.

Required Experience and Attributes

• A minimum of 0-1 years of relevant experience is required for this role.
• Demonstrated ability to communicate clearly and professionally with customers.
• Strong organizational skills and attention to detail for managing bookings and traces.
• Proactive approach to problem-solving and customer service.

Working Environment

This full-time position is based in Dhahran, Eastern region. The successful candidate will join a dynamic team committed to an "Insanely Customer Centric" approach, with opportunities to become a Certified International Specialist.

Application Process

If you meet the requirements and are interested in joining the world's most international company, we encourage you to apply.