Omni-channel Advisor

1 week ago

Winnipeg, Canada DHL Full time

Ranked the World’s #1 Greatest Place to Work in 2021 ©. 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.

Wage**:$18.18** (for first 3 months) which will increase as per the Collective Bargaining Agreement (CBA).

**Shift**: Anywhere between 7am and 11am CDT start (8 hour shifts) as per business needs

Open House:
Please join us on the below dates for an open house at our Winnipeg facility located at

Unit 3 - 130 Midland Street, R3E 3R3

Monday February 12thfrom 11am to 7pm

Tuesday February 13thfrom 9am to 3pm

**Who are we looking for?**

As a Full-time Omni-channel Advisor at DHL, you will play a key role in delivering our purpose, Connecting People & Improving Lives, by working in our Call Centre. You will 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**:
DUTIES AND RESPONSIBILITIES
- 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.
- Gather and provide information on shipment status, address changes, proof of delivery and gather the appropriate details to ensure the timely completion of files that require additional support from other depts.
- Book pick-up calls using the automated dispatch system along with providing rates for both quoted and tariff customers.
- Keep the customer informed and updated, letting the customer know that it might take a few minutes to investigate their issue, to avoid potential customer frustration.
- Respond to customer inquiries quickly, directly, and concisely, helping to drive our NPA (Net Promoter Approach) score.
- Recognize tone, identify, and acknowledge frustration or anger, ask for clarification, demonstrate empathy, and ensure that the customer feels supported and help alleviate frustration.
- Respond professionally with the right choice of words to relay empathy, find creative ways to inject personalities into the conversation to establish an emotional connection with customer.
- Probe customer for value added service/upselling and sales lead generation to meet monthly targets.
- Adhere to all applicable call flow processes and quality assurance requirements.
- All other duties and tasks as assigned by the CS leadership team.

PERFORMANCE OBJECTIVES

Responsible for knowing and meeting the Global/Regional KPI target requirements as defined in the CS Scorecard

Responsible for 100% internal and external customer satisfaction

INDIVIDUAL KEY OBJECTIVES

As per CS Incentive Plan

**What is In It for You?**
- Comprehensive benefits package including both Dental and Medical
- Employee Discounts and Perks

**What you have**:

- Experience in Call Centre Customer Service
- Ability to manage 3 chats concurrently
- Strong multi-tasker and team player with high energy level
- Ability to effectively handle difficult customers
- Proven customer service and interpersonal skills
- Proven decision making / problem solving skills
- Excellent telephone mannerisms
- Excellent written communication and grammar
- Working knowledge of Canadian geography
- Proven ability to work under pressure
- Working conditions
- Must have high speed internet connection with a minimum of 50 mbps upload speed
- Must be able to sit for a long period of time
- Technical Skills
- Typing speed - at least 40 words per minute
- Working knowledge of windows-based PC programs
- Able to navigate computer programs comfortably

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