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Part-time Bilingual Digital Care Advisor

3 months ago

Brampton, Ontario, Canada DHL Full time
**Title**:Part-Time Bilingual Digital Care Advisor - Chat

**Location**: Brampton, ON

**Shift**:Monday to Friday 8am to 12pm

Rankedthe World's #1 Greatest Place to Work in We are looking for**MOTIVATED**people like**YOU**to join our company where we will offer you the opportunity to be a part of a winning team

Starting your career today in Customer Service means that you are kicking off the beginning of a gratifying, long-term career. The opportunities are truly endless here at DHL Express, from across Canada to across the globe Your success is our success - we want you to thrive and achieve your career goals. We have a robust Talent Management program in place where we support you in reaching your individual development goals while your manager guides and holds you accountable.

**Who are we looking for?**

As a**Bilingual Digital Care Advisor**at DHL, you will have play a key role in delivering our purpose,**Connecting People & Improving Lives**, byworking in ourCall Centre. Youwill be responsiblefor ensuring 100% internal and external customer satisfaction consistent with DHL performance standards. As well, you will work to ensure consistency in delivering quality service across all customer touch points to continue our journey from**Good to Great**and sustain our success.

**What you will do**:

- Respond to all incoming chats interactions within 10 seconds
- Provide professional and timely responses to customer inquiries on shipment status, ensuring service failures are mínimal where possible, and that the customer is informed of all progress throughout.
- Provide rate for both quoted and tariff customer CSV.
- Provide Information on poof of delivery requests and shipment status inquiries using GEMA
- Manage all customer complaint calls professionally and effectively to increase customer satisfaction.
- Recognize written tone, identify and acknowledge frustration or anger, ask for clarification, demonstrate empathy and ensure that the customer feels supported and help alleviate frustration.
- Gather the appropriate information required for the customer service team to ensure the timely completion of traces for each tracing inquiry
- Adhere to all applicable call flow processes and quality assurance requirements.
- Interact effectively with other members of the customer service, operations and sales teams
- CSA is responsible for knowing the 5 Global KPI target requirements + Global Upselling KPI with country target

**What is In It for You?**
- Comprehensive benefits package including both Dental and Medical
- Employee Discounts, Perks and Recognition Events throughout the year
- Tuition Assistance
- Monthly incentive program recognizing great quality performance
- Opportunities for quick advancement
- Hybrid work environment
- Starting wage $20.79 (for first 3 months) which will increase as per the Collective Bargaining Agreement (CBA)

**Titre** : Conseiller en soins numériques bilingue à temps partiel - Chat

**Lieu de travail** : Brampton, ON

**Poste** : Du lundi au vendredi, de 8 h à 12 h

Classé au premier rang mondial des meilleurs lieux de travail en Nous recherchons des gens **MOTIVÉES** comme **VOUS** pour se joindre à notre entreprise où nous vous offrirons la possibilité de faire partie d'une équipe gagnante

Commencer votre carrière aujourd'hui dans le service à la clientèle signifie que vous lancez le début d'une carrière gratifiante et à long terme. Les possibilités sont vraiment infinies chez DHL Express, de partout au Canada et le monde entier Votre succès est notre succès - nous voulons que vous vous épanouissiez et que vous atteigniez vos objectifs de carrière. Nous avons mis en place un solide programme de gestion des talents dans le cadre duquel nous vous aidons à atteindre vos objectifs individuels de développement, tandis que votre gestionnaire vous guide et vous tenez responsable.

**Qui recherchons-nous ?**

En tant que Conseiller bilingue en soin numérique chez DHL, vous jouerez un rôle clé dans la réalisation de notre objectif, Connecter les gens et améliorer des vies, en travaillant dans notre centre d'appels. Vous serez chargé(e) d'assurer la satisfaction totale des clients internes et externes, conformément aux normes de performance de DHL. De plus, vous travaillerez à assurer la cohérence dans la prestation d'un service de qualité à travers tous les points de contact avec les clients pour poursuivre notre voyage de **Bon à Excellent** et soutenir notre succès.

**Ce que vous ferez**:

- Répondre à toutes les interactions entrantes par chat dans un délai de 10 secondes
- Fournir des réponses professionnelles et rapides aux demandes de renseignements des clients sur l'état des expéditions, en veillant à ce que les défaillances de service soient minimisées dans la mesure du possible et que le client soit informé de tous les progrès tout au long de l'opération.
- Réserver les demandes d'enlè