Call Centre Team Leader - UAE

Ref.: MEA - 11043

At DHL, people mean the world to us. That’s why our goal has always been to attract and retain the best talent the world over. We provide challenge and opportunity for personal and professional development. We recognize the difference you bring to our business, and together we share the pride of building THE logistics company for the world.

DHL Express, one of the business units of DHL, takes care of global dispatch and delivery of parcel and express shipments. Come discover the unique, international spirit of DHL in an atmosphere where your commitment is recognized and rewarded.

JOB PURPOSE

The jobholder is directly responsible for the performance of the team in his/her shift and carries out the daily monitoring of the advisors work output, thereby maintaining a consistently high level of service. The advisor is also responsible in helping to achieve revenue targets through effectively promoting and selling DHL’s products and value-added services.

PRINCIPAL ACCOUNABILITIES

• To accept and register customer bookings for a range of DHL services and accurately input relevant booking data into DHL applications.
• Knowledgeably offer customers the most suitable DHL service based on their unique needs, and actively attempting to close the transaction by converting their enquiries and securing their bookings.
• Identify potential for selling additional services and products (e.g. Insurance, time definite delivery, packaging, account facilities, etc) during the course of interacting with customers and proactively sells these to secure additional/new revenue sources for DHL. This includes asking customers the appropriate questions to match their needs against value-added services, professionally offering and convincing them on the benefits of the services, handling their objections or reservations (if any) and closing the transaction by successfully securing their purchase of the offered services.
• To effectively respond to all customer enquiries regarding DHL’s services, by consistently and confidently providing customers with accurate information on prices, transit times, customs paperwork requirements, packaging, country-specific requirements (including potential customs clearance delays), straight forward account and sales questions. To lodge a trace when necessary ensuring that the customer receives service from Customer care regarding their issue.
• Exercise professionalism and provide first class customer service bearing in mind that all DHL customers have an express requirement, and are looking for immediate and hassle-free solutions.
• Confidently and knowledgeably handle customer complaints while maintaining composure, and take all possible actions to resolve issues to the customers’ expectations without compromising DHL’s position by over-committing to customers , or being unrealistic in what is offered.
• Ensuring that all interactions with customers are in accordance with the Mystery Shopper guideline scripts.
• Liaise with all DHL employees in a professional and cooperative manner at all times, and consistently strive to promote a positive team spirit and adhering to DHL’s values at all times.
• Undertake any other related tasks or responsibilities as reasonably directed or required.
• Highlight areas for improvement with suggested solutions to improve DHL’s procedures, technology and service to positively enhance our customers’ experience with DHL.
• Follow customer service procedures as outlined in the manual to comply with the ISO procedures and safe working practices.
• Ensure monthly team incentive targets are achieved
• Liase with the Call Centre Manager, sales staff, service centre managers, when necessary to ensure that all issues are resolved promptly with minimal disruption to service.
• Deputise effectively for the Call Centre Manager as required and ensure the smooth functioning and that all performance indicators are met.
• Maintain a thorough knowledge of all departments, DHL network, products and services so that customers are provided accurate information on pricing, transit times, clearance delays, custom paperwork requirements, packing, accounting and sales queries with confidence at all times.
• Carry out a through Brief and Debrief with the advisor on a daily basis at the start and end of each shift to ensure that any follow up given, have been actioned. Check the understanding of any new procedures or service updates with the advisor.
• Keep the team motivated and focussed in the right direction at all times by identifying coaching & training needs through daily call coaching. Ensure that a minimum of 20% of the advisor calls are listened to (call recorder ) ensuring that areas of development have been addressed

KNOWLEDGE, SKILLS AND EXPERIENCE

• Previous experience dealing with a wide range of customers face to face or over the phone in busy service industries
• Minimum 2 years experience in a Team Leader or Supervisory role in call centre
• Excellent interpersonal skills and relates well with a wide range of people/customers
• Experience in resolving straight forward customer conflict
• Demonstrated ability to work effectively as part of a busy team
• Ability to work flexible rostered hours, including scheduled breaks
• Working knowledge of Microsoft Office
• Tolerance for stress in a fast paced working environment
• Sound educational background with knowledge of the Service Industry an added advantage.
• Good understanding of basic service theory and supervisory management.
• Must have excellent PC skills and working knowledge of MS office packages and proficiency in Excel.
• Previous Coaching experience preferred.
• Should be self-motivated with high energy levels
• Must be able to work under pressure and time deadlines.
• Good communication skill with a typing speed of 35 words per minute.
• Passion for delighting customers
• Good problem solving skills
• Good planning and organising skills
• Ability to build, lead, coach and motivate a team.
• Committed to delivering quality results and exceeding expectations.
• Ability to schedule the work roster
  

Job World Toolbox

Apply