DHL Express
Canada-Ontario-Brampton | Full-time | Permanent | Standard
DHL Express Canada
POSITION: Full-Time Customer Service Advisor – Chat
LOCATION: National Office in Brampton, ON
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 minimal 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.
Handle 2 chats while researching various in house applications and documenting the inquiry. Advisors must have the ability to work through several problems simultaneously to be effective.
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 (for first 3 months) which will increase (as per the union agreement) to $20.91
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
By joining DHL, you will be joining a company where work/life balance is of utmost importance. DHL offers exceptional working conditions, as well as excellent employee benefits. Whatever your profile, career path, professional ambitions and availability, we want to hear from you. If you are an energetic person who is looking to move ahead in your career – apply today!
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.
Posting Legal Entity DHL Express (Canada) Ltd.