Posted in Admin - Clerical 30+ days ago.
This job brought to you by eQuest
Location: Houston, Texas
We have a career opportunity for a qualified Query Handling Front Line Representative within DHL Express in North Houston, TX. This important role will be responsible for handling incoming customer calls with the intent of providing customer satisfaction and retention, review customer inquiries, problems, requests and suggestions to determine appropriate solutions and/or responses.
The selected candidate will be in charge of providing a variety of customer service support duties to customers; ensuring timely and accurate information is provided to customers in a professional manner responding to inquiries through phone, mail, email, fax, website, and/or face-to-face contact with customers. In addition the individual will also be responsible for promoting and selling the company's products and services and providing operational management and support at call center locations to ensure efficient and timely resolutions of customer service issues.
Ø Fields a high volume of in-bound calls and assess customer needs.
Ø Distribute calls when necessary to other resources to ensure customer’s needs are handled in a timely fashion.
Ø Works in conjunction with outside sales representatives to provide pre-and/or post-sales support Promotes DHL Express services & products to customers.
Ø Attempts to collect payment on each call. Validates customer claims, initiates billing adjustments
Ø Tasks may involve extended periods of time at a keyboard and/or work station.
DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. The EEO is the Law poster is available here
Skills and Qualifications:
Ø 2-4 years of experience in related areas of responsibilities.
Ø Intermediate knowledge of Microsoft Office Works and Excel
Ø Performs all of the standard and some specialized, more complex aspects of the function including knowledge of SAP.
Ø Technical certification or Associate degree preferred Customer Focus.
Ø Excellent customer service skills with the ability to empathize with and prioritize customer needs
Ø Interpersonal skills. Demonstrable conflict resolution skills. Ability to determine customer needs and provide appropriate solutions.