Address
SalaryPosition: International Advisor
Contract Type: Permanent / full-time (40 hours per week)
Location: Slough
Contract Type: Permanent / full-time (40 hours per week)
Location: Slough
Why choose DHL eCommerce UK?
Want to work for one of the UK’s best workplaces? We are proud to announce that DHL eCommerce UK has been recognised as a Best Workplace 2024 and achieved Top Employer accreditation for the 4th year running. As well as competitive pay rates, you will be entitled to a range of benefits including discount vouchers for restaurants, cinemas, retail outlets, healthcare and much more as well as pension, enhanced family leave, childcare discounts, employee assistance programme and much more!
About the role:
Responsible for delivering excellent customer service to all customers and partners. Taking ownership for the investigation and resolution of queries, whilst always being focused on first time resolution.
- Develop a full understanding of DHL eCommerce UK services and products and all relevant operating systems.
- Promote a customer focused approach within DHL eCommerce UK.
- Remain positive and enthusiastic during every customer contact.
- Update all key information in the systems clearly and concisely, ensuring customers are updated regularly with progress on their query.
- Ensure communication is in a timely and professional manner and the query resolved to the customers satisfaction.
- Invoke the department escalation process when needed.
- Work consistently to the highest standards to achieve or exceed both individual and team Quality Targets, Key Performance Indicators and Service Level Agreements in line with department objectives.
- To complete customer and department specific reports in a timely and accurate manner as required.
- Promote self-service and alternative products to new and existing customers. Attend regular meetings/briefs held by the International Management team.
- Contribute ideas to change and improve the customer experience and the performance of the team.
- Attend regular performance reviews and participate in personal development activities and discussions.
- Be flexible, as directed by your Line Manager, to cover other international activities within the team when required.
- Demonstrate a positive and pro-active attitude.
- Be timely, efficient, and professional in all aspects of your role.
The ideal candidate will have:
- Outstanding customer focus skills
- The ability to deal with challenging customers, whilst remaining polite and professional whilst working towards finding a suitable resolution to their problem
- Excellent planning and organisational skills with the ability to multitask whilst working under pressure
- Experience gained in a similar role would be advantageous, but not essential
What about career development?
We take every employee’s career seriously and believe in realising their full potential. We have dedicated learning and development programmes that are open to every employee and an open working culture where everyone’s voice is heard, so you can shape your future career path at DHL eCommerce.
What will you need to do next?
If you meet the requirements for this role and are looking for your next career move, submit your application to us along with an up-to-date CV
Our approach to Diversity and Inclusion
As a global company, we see the diversity of our employees as a genuine strength. A strength that we will only really leverage if we ensure that our employees sincerely feel that they can bring their true selves to work every day.
We’re committed to attracting the best possible person for every vacancy irrespective of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We will ensure that all our resourcing activities are fair, transparent, and consistent across the UK.
