Customer Service Advisor

6 days ago

Brampton, Canada DHL Full time

**DHL Express Canada**

**POSITION: Part-Time Customer Service Advisor - Chat**

**LOCATION: National Office in Brampton, ON**

**SHIFT: Mon-Fri (8am to 12pm)**

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.

**Who are we looking for?**

As a **Customer Service Representative **at DHL, you will have play a key role in delivering our purpose, **Connecting People & Improving Lives**, by** **working in our Call Centre. You will be responsible for 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; maintain an average target AHT of 360 seconds and quality target of 90% by following all applicable processes and procedures.
- 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 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.
- Keep the customer informed and updated, letting the customer know that it might take a few minutes to look into their issue, to avoid potential customer frustration.
- Respond to customer inquiries quickly, directly, and concisely, helping to drive our NPA ratings and increase the likelihood of customers using this channel as a preferred means of communication.
- 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.
- 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.
- Manage all customer complaint calls professionally and effectively to increase customer satisfaction.
- Probe customer for sales lead generation to meet monthly targets.
- Adhere to all applicable call flow processes and quality assurance requirements.

**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
- 3 weeks Paid Vacation
- Monthly incentive program recognizing great quality performance
- Opportunities for quick advancement
- Hybrid work environment
- Starting wage $17.23

**What you have**
- Experience in Call Centre Customer Service
- 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
- Working knowledge of Canadian geography
- Proven ability to work under pressure
- Working conditions
- Must have high speed internet connection
- Must be able to sit for a long period of time
- Technical Skills
- Typing speed - at least 35 words per minute
- Working knowledge of windows based PC programs
- Able to navigate computer programs comfortably

We are an equal opportunity employer and believe we will gain through the recruitment and development of staff who represent the broad diversity of the Canadian workforce.

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