Omnichannel Advisor

DHL Express (Canada), Ltd.•Brampton, ON

10d•Remote

About The Position

DHL Express currently has an opening for an Omni-channel Advisor in Brampton, ON. As an Omni-channel advisor at DHL, you will play a key role in delivering our purpose, Connecting People & Improving Lives, by working in our omni-channel contact centre. You will work to ensure consistency in delivering quality service across all inbound customer touch points (Call, Chat, Email) to continue our journey from Good to Great and sustain our success.

Requirements

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
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
Working knowledge of windows-based PC programs (MS Office – Word / Excel)
Demonstrated computer literacy – able to navigate computer programs comfortably
Typing speed – minimum 38 wpm and 90% accuracy
Written communication accuracy – spelling, grammar, punctuation, sentence structure etc.
Multi-tasking ability using digital systems – minimum 2/3 simulation tasks

Responsibilities

Respond to all incoming call, chat, and email interactions within grade of service targets; maintain an AHT (average handling time) as per targets and quality target of 90% by following all applicable processes and procedures.
Handle 3 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.
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.
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.
Other duties as assigned.