Frontline Query Agent

Vereinigtes Königreich DHL Express req85194 08/11/2019
Jetzt bewerben

Frontline Query Agent 

The Frontline Agents role purpose is to assist the customer with their enquiries via inbound calls. The agent will need to log all customer’s correspondence which has been received by email, fax or letter.

To be a successful Frontline agent you will need to ensure day to day interaction with customers and peers across DHL Sales Business Units, Customer Services, Operations and Customer Accounting.

Activities and Responsibilities

Customer

  • Proactively communicate with customers and DHL colleagues to advise ongoing status of each query raised.
  • To assist the customer with their invoice enquiry whilst maintaining a high standard of customer care
  • Attempt to resolve the customers’ enquiry over the phone wherever possible in order to facilitate prompt payment
  • If unable to assist the customer, at the time of the call; logging a detailed note to enable the backline team to resolve the issue
  • Take approx. 90 inbound calls/emails per day
  • Action all supporting administration roles - post given, email/fax missing documents to customers
  • To work as part of a team to achieve a 1% ACR result
  • Liaise with other departments to assist the customer wherever required

Zahlen und Fakten

  • Arbeitszeiten

    37.5

  • Geschäftsbereich

    DHL Express UK

  • Beschäftigungsart

    Befristet Vollzeit

  • Arbeitserlaubnis erforderlich

    Ja

  • Schichtarbeit

    Tagschicht

Jetzt bewerben