Customer Enquiry Advisor

About DHL Express

DHL Express, 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. We are seeking a customer-centric individual to join our team in Al Khobar, Eastern region, as a Certified International Specialist.

Role Overview

The Customer Enquiry Advisor, a full-time position, is responsible for managing customer inbound calls and inquiries within the call center. This role requires 0-1 years of experience and focuses on providing efficient and proactive support to both internal and external customers.

Key Responsibilities

• Action customer bookings and traces in accordance with network standards.
• Serve as a competent, courteous, efficient, and proactive point of contact for customers.
• Adhere to scheduled work times and management directives.
• Contribute to achieving revenue and upselling targets by promoting and selling DHL’s products and value-added services.

Service Quality and Customer Interaction

• Arrange bookings for pickups and handle customer complaints effectively.
• Transfer calls and make necessary follow-up calls.
• Trace shipments, open inquiries, and provide accurate information to customers.
• Capture all types of customer calls and interactions.
• Supply correct and precise information, advising customers on 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, and contact operations to verify delivery times.
• Provide customers with shipping processes and requirements, register bookings, and 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 years of experience in a relevant field.
• Demonstrated customer-centric approach.

Application Process

Join DHL Express and contribute to a global network focused on service excellence and connecting people worldwide.