Customer Enquiry Advisor

About DHL

DHL, a pioneer in cross-border express delivery since 1969, operates in over 220 countries and territories worldwide. The company focuses on service, quality, and sustainability, connecting people and improving lives through global trade.

Role Overview

DHL is seeking a Customer Enquiry Advisor to join its team in the Eastern Region of Saudi Arabia. This full-time position is based across multiple cities including Dammam, Al Khobar, Dhahran, Al Jubail, Al-Ahsa, Al Qatif, Ras Tannurah, Buqayq, and Al Khafji. The primary responsibility of this role is to manage inbound customer calls and inquiries within the call center environment.

Key Responsibilities

• Action customer bookings and traces in accordance with network standards.
• Serve as a competent, courteous, efficient, and proactive point of contact for both internal and external customers.
• Adhere to scheduled work times and management-defined schedules.
• Contribute to achieving revenue and upselling targets by promoting and selling DHL’s products and value-added services.
• Arrange bookings for shipment pickups.
• Handle customer complaints and transfer calls as necessary.
• Conduct follow-up calls and trace shipments, providing updates and information.
• Capture all types of customer calls and provide accurate information regarding shipment acceptance and carriage.
• Offer insurance to customers where applicable.
• Support customer requests and ensure timely follow-up.
• Open tracing files, update customers on shipment progress, contact operations for delivery times, provide shipping process details and requirements, register bookings, generate sales leads, open quotes, sell products and services, address complaints, and maintain strong customer relationships through high-quality service.

Qualifications and Experience

• 0-1 year of relevant experience is required for this role.

Our Offer

• Strong career support within an international environment.
• A positive culture and collaborative colleagues.
• A multifarious benefit program.