Customer Enquiry Advisor

About DHL Express

DHL Express, established in 1969, operates as the world's most international company, specializing in cross-border express delivery across more than 220 countries. The company focuses on connecting people globally through service, quality, and sustainability, aiming to enhance lives via international trade. Join a team recognized for its "Insanely Customer Centric" approach and become a Certified International Specialist.

Role Overview: Customer Enquiry Advisor

DHL Express is seeking a Customer Enquiry Advisor to join its full-time team in Al Khobar, Eastern Region. This role is central to managing customer interactions, primarily involving inbound calls and inquiries. The advisor serves as a primary point of contact, ensuring efficient and courteous service delivery to both internal and external customers.

Key Responsibilities

• Action customer bookings and traces in adherence to network standards.
• Serve as a competent, courteous, efficient, and proactive point of contact for customers.
• Adhere strictly to scheduled times and management schedules.
• Contribute to achieving revenue and upselling targets by promoting and selling DHL’s products and value-added services.
• Arrange bookings for pickup services.
• Handle and address customer complaints effectively.
• Transfer calls to appropriate departments or personnel as required.
• Conduct necessary follow-up calls with customers.
• Trace shipments, open inquiries, and provide detailed information to customers.
• Capture and document all types of customer calls.
• Supply accurate and precise information to customers, advising them on shipment acceptance and carriage procedures.
• Offer and sell insurance to customers whenever possible.
• Support customer requests and ensure timely follow-up.
• Open tracing files and provide customers with updates on shipment processes.
• Contact operations to verify and confirm delivery times.
• Provide customers with comprehensive information on shipping processes and requirements.
• Register customer bookings accurately.
• Generate sales leads and prepare quotes for potential customers.
• Maintain strong customer relationships by delivering the highest quality service.

Qualifications and Experience

• High school education or equivalent, or higher.
• A minimum of 5 to 10 years of relevant professional experience is required for this full-time position.

Work Environment

This is a full-time position based in Al Khobar, Eastern Region. The role operates within a dynamic call center environment, focused on delivering exceptional customer service as part of DHL Express's global network.

Application Process

Candidates who meet the specified qualifications are encouraged to apply for this role.