Applications are invited for the Call Center Advisor job vacancy In Dubai.

Call Center Advisor – UAE National

The position holder will be responsible for answering customer calls and inquiries, ensuring customer bookings and follow-up are conducted to network standards, and providing an efficient, courteous, effective and proactive point of contact for internal and external customers. The Consultant is also responsible for helping to achieve revenue targets by effectively promoting and selling DHL’s value-added products and services.

Responsibilities
• Accept and record customer bookings for a variety of DHL services and accurately enter relevant booking data into DHL applications.
• Consciously provide the most suitable DHL service to customers based on their unique needs and actively attempt to close the transaction by channeling their inquiries and securing their bookings.
• Proactively identify and cross-sell additional services and products (e.g. insurance, just-in-time delivery, packaging, account facilities, etc.) while engaging with customers to secure new or additional revenue streams for DHL. This includes asking customers appropriate questions to meet their needs with value-added services, presenting and convincing them in a professional manner, addressing their objections or reservations (if any) and completing the transaction by successfully securing the purchase of the services provided.
• Responding effectively to all customer inquiries regarding DHL services, consistently and reliably providing them with accurate information regarding pricing, transit times, customs document requirements, packaging, country-specific requirements (including potential customs clearance delays) and direct account and sales inquiries. Providing follow-up when necessary to ensure the customer receives service from Customer Service regarding their issue.
• Confidently and knowledgeably dealing with customer complaints while maintaining composure and taking all possible actions to resolve issues in accordance with customer expectations without compromising DHL’s position by being overly committed to customers or unrealistic in what is offered.

Requirements
• Proficiency in spoken and written English with a cheerful, confident, professional and courteous tone.
• Excellent interpersonal skills and good communication with a wide range of people/clients.
• Show excellent attention to detail
• Arabic language is a distinguishing trait
• Demonstrated ability to work effectively as part of a busy team.
• Proficient computer skills
• Ability to work flexible hours, including scheduled breaks.
• Working knowledge of Microsoft Office.
• Withstand stress in a fast-paced work environment
• Previous call center experience is preferred.
• At least a 10th grade certificate or equivalent is required, but a high school diploma is preferred