DHL - Call Center Agents Arabic speaking

DHL2365 - Call Center Agents (Arabic speaking)

Business Unit: Express Function: Customer Interface (Customer Service) Department: Call Centre Section: Not Applicable

Position Purpose: In this capacity as a Call Center Agent, you will be responsible for answering customer calls, inquiries and ensure customers bookings in a competent, courteous and efficient manner. You will report to the Call Center Supervisor and will be responsible in helping to achieve revenue targets through effectively promoting and selling DHL’s products and value added services.

Principal Accountabilities: Provide high quality customer service and professionalism taking into account the consideration that all DHL customers have an express requirement and are looking for instant and immediate action. Maintain a thorough knowledge of all departments, DHL network, products and services so that customers are provided with accurate information on pricing, transit times, clearance delays, custom paperwork requirements, packing, accounting and sales queries with confidence at all times. Ensure department and individual targets are met through the sale of value added services. Highlight opportunities and suggest solutions to improve DHL’s procedures, technology and service so that DHL can provide continuously universally high level of service to all customers. Work effectively both individually and as part of a team to achieve both individual and department goals and objectives and strive consistently to promote a positive team spirit.

Nature & Scope: 1. Context The customer service department has been structured to provide telephone assistance to customers (internal and external). 2. Contact - External and Internal Customers, DHL Network, Ground Operation, Customer Care, CS Manager & Supervisors, Air Operations, Sales, Accounts, Customer Accounting and Service Center T/L. 3. Problem Solving Take ownership of all customer queries and provide solutions to close issues. 4. Decision Making Responsible for arranging special pick-ups and deliveries where required. 5. Planning and Organisation Highly organised in keeping records of customer requirements / special requests, daily follow-ups and plan a course of action to ensure that set targets and goals are achieved consistently. 6. Challenge Be pro-active and energetic when dealing with customers. Efficiency in work practices and friendly communication will be key to delighting our customers.

Knowledge, Skills & Experience: To be successful in this role, you will have at least 2 years of Customer Service experience, preferably within a service industry. Possess a Bachelor degree from a reputed university. Working knowledge of Microsoft Word, Excel and Power Point. Good oral and written communication skills in Arabic and English. Self motivated, capable of working independently and working in a fast paced environment. Excellent planning and organising skills. Passion for delighting customers. Typing speed of 35 words per minute. Possesses good relationship building and interpersonal skills.

Note: you will be required to attach the following: 1. Resume / CV

http://www.dhlmecareers.com/careers

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