Contact Centre Advisor Temporary - Jordanian Only
The Call Centre Advisor is responsible for answering customer calls and inquiries ensure customers bookings and traces are actioned as per network standards and provide a competent, courteous, efficient and proactive point of contact for customers both internal and external. The advisor is also responsible in helping to achieve revenue targets through effectively promoting and selling DHL’s products and value added services.
Overall goals /
( As per attached KPI’s Document )
Skills / Qualifications
Is reliable and follows reasonable directions from Team Leaders/Managers including the observance of DHL’s policies, procedures, code of conduct and values. Is punctual at all times.
Works hard to exceed customer expectations by prioritising customer needs and having a genuine willingness/eagerness to please them.
Remains calm under pressure, responding well to change and remaining positive despite setbacks.
Is well spoken and possesses an excellent command of the English language. Tone is cheerful, confident, professional and courteous.
Relates well with people from a wide variety of backgrounds and nationalities and is able to build effective business relationships quickly over the phone.
Is proactive and takes responsibility for own actions and decisions within the scope and boundaries of the role. Knows where to locate relevant information and checks facts and data.
Commitment to Excel
Achieves results and willingly tackles demanding tasks. Sets challenging personal goals and strives to achieve individual and departmental targets. Responds well to coaching for improvement and actively participates in own development.
Attention to Detail
Is thorough and provides attention to detail to all tasks undertaken. Stays focused on the details of the job, no matter how small. Checks and monitors own work to ensure 100% accuracy.
Proactively identifies opportunities for converting customer enquiries to bookings and selling DHL’s suite of value-added services and products. Displays enthusiasm and persistence in securing sales with customers.
Understands potential difficulties and their causes. Generates workable solutions and makes rational judgements allowed within the scope of the role.
Works cooperatively with others to achieve individual and group goals. Accomplishes own tasks in support of team goals and works cooperatively within teams.
Planning and Organisation
The job holder must be highly organised in keeping records of traces / special requests, daily follow – ups and plan a course of action to ensure that set targets and goals are achieved consistently.
Diploma as minimum degree
Facts and Figures
I like working for DHL because it is the worldwide leader in logistics where customers and employees are always in focus.
Current Employee – Project Manager in Bonn