Job Information
DHL Query Handling Frontline Representative (A2) - Houston, TX in Houston, Texas
418391BR
Auto req ID:
418391BR
Company:
DHL
Job Code:
Operations_ Specialist
Job Description:
ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers . If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps. Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.
What makes DHL great? Our People! We know each employee’s individual contributions make us the #1 Express Delivery and Logistics Company in the world.
Distinguished as No. 1 World’s Best Workplace™ by Great Place to Work and Fortune Magazine
DHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our culture is about personal commitment – to our business, to each other and to our global communities. DHL is dedicated to being a great place to work. In addition to competitive compensation packages, our employees enjoy a range of programs, services and benefits that bring the best to their personal lives.
Start YOUR career with DHL today…
DHL Express currently has a career opportunity for a qualified Bilingual - English/Spanish Query Handling Front Line Representative . 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.
Key Responsibilities:
Fields a high volume of in-bound calls and assess customer needs
Distribute calls when necessary to other resources to ensure customer’s needs are handled in a timely fashion
Works in conjunction with outside sales representatives to provide pre-and/or post-sales support Promotes DHL Express services & products to customers
Attempts to collect payment on each call. Validates customer claims, initiates billing adjustments
Other duties as assigned
Tasks may involve extended periods of time at a keyboard and/or work station
Position Title:
Query Handling Frontline Representative (A2) - Houston, TX
Job Category:
Customer Service
Minimum Education Required:
High School/GED
City*:
Houston
Additional Qualifications/Responsibilities:
Skills & Qualifications:
2-4 years of experience in related areas of responsibilities
Intermediate knowledge of Microsoft Office Works and Excel
Performs all of the standard and some specialized, more complex aspects of the function including knowledge of SAP
Technical certification or Associate degree preferred Customer Focus
Excellent customer service skills with the ability to empathize with and prioritize customer needs
Interpersonal skills
Demonstrable conflict resolution skills. Ability to determine customer needs and provide appropriate solutions
Call Center and/or Billing experience
Bi-lingual English/Spanish required
State*:
Texas