Service Point Advisor/Customer Interface Advisor/Call Center Agent
DHL Express
Total years of experience :22 years, 0 Months
Promote a high level of customer service and professionalism taking into account the consideration that all DHL customers have an express requirement and are looking for instant and immediate action.
Process all shipments accepted at the counter accurately and enter relevant data so as to ensure perfect airway bills thus offering DHL's most suitable service to the customer.
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.
Evaluate, investigate, and highlight any recurring problems that are manifested through traces and then direct the information accordingly so that corrective actions can be taken promptly.
Promote and sell DHL's value- added services such as Insurance, Import Express and TDX and participate actively in the Sales Lead Program to contribute to the Country's revenue.
Highlight opportunities and suggest solutions to improve DHL's procedures, technology and service so that DHL can provide continuously universally high level of service to all customers.
Work effectively both individually and as a part of a team to achieve both individual and department goals and objectives and strive consistently to promote a positive team spirit.
Deal competently with customer complaints and take all possible actions to resolve the issue to their fullest satisfaction with minimal intervention of team leaders.
Ensure all shipments are manifested by end of the shift and also ensure all documents and invoices pertaining to WPX shipments are imaged for quicker clearance at destination.
Identify opportunities for potential business when liaising with customers on their inbound shipments and strive to sell DHL product and services at all times.
Follow customer service procedures as outlined in the manual to comply with the ISO procedures and safe working practices
Keep record of the supplies and also the float money and submit to accounting a cash summary of the total cash sales at the end of the day. The cash summary report needs to be reconciled for the cash collected for the shipments delivered or accepted at the counter.
File Admin work for all internal records
Conducting training/coaching for the old and new staff.
Promoted as Customer Service Supervisor from June 2004- August 2007, worked closely to monitor CS Representatives/File Administrators performance in file administration by conducting a team briefing before their assigned shift starts in order to ensure that the entire department is made aware of the changes that transpired in the previous shift/s making error kept at a minimum. Creates production reports that would effectively monitor the productivity of the staff. Have been Customer Service Coordinator (August 2003- June 2004) /Customer Service Representative/ Administrative Staff & Secretary to the CPO from May 2002-August 2003.
Job details includes the ff:
Knows and is current with procedures in file administration
Knows each client's intricacies and specifications
Tracks changes for each account whenever it happened and updates the concerned Production Department/s to ensure that the client's needs, requirements and requests are always met.
Answers calls/ emails from clients especially those that need immediate attention/action, and makes sure that the issue is at least addressed or is settled.
Closely monitors CS Representative/ File Administrators performance in file administration by conducting a team briefing before their assigned shift starts in order to ensure that the entire department is made aware of the changes that transpired in the previous shift/s making error kept at a minimum.
Ensures the maximum utilization of work force in a shift by knowing how to effectively distribute work in a shift.
Helps ensure work discipline in the department by being knowledgeable on the company's policies and department in house rules, setting a good example among the staff by observing the policies themselves and brings to a CS Staff's attention whenever policy is violated.
Helps ensures harmonious work relationship among the staff by addressing and helping solve personal conflicts among the ranks and brings the matter to the Manager when the situation is already out of hand.
Attends a monthly meeting with the Managers to pinpoint trouble spots in the department and find solutions to solve them.
Conducts training for the new CSRs and helps the Manager develop the training module to be able to have a more systematic and efficient training course.
Helps the Manager in the assessment of each staff's overall performance by closely monitoring each staff's strengths and weaknesses and identifying the common mistakes that commit in their daily work.
Creates production reports that would effectively monitor the productivity of the CS staff.
Performed correspondence through calls to the US clients to ensure they are well informed and their concerns are met accordingly.
Creates a working filing system which organizes data received from the clients
Performs other related functions as assigned whenever necessary.