Customer Enquiry Advisor

About the Role

Become part of a leading global logistics company present in over 220 countries and territories, committed to connecting people and improving lives through exceptional service quality, sustainability, and the power of global trade. Join the "Insanely Customer Centric" Team to become a Certified International Specialist and make a meaningful impact.

Key Responsibilities

• Answer inbound customer calls effectively and promptly, ensuring bookings and shipment traces meet network standards.
• Provide courteous, knowledgeable, and proactive customer service as the primary contact for internal and external clients.
• Arrange pickup bookings and handle customer complaints with professionalism.
• Manage call transfers, follow-ups, and maintain thorough records of all call types.
• Trace shipments, open tracing files, update customers on shipment status, and coordinate with operations to verify delivery times.
• Promote and sell DHL’s products and value-added services, striving to meet revenue and upselling goals.
• Offer correct information on shipment acceptance and carriage, including selling insurance when appropriate.
• Maintain strong customer relationships by delivering high-quality service and prompt support.

Candidate Profile

• Minimum education: High school diploma or higher.
• Preferably at least 1 year of customer service experience, ideally in a call center or busy service environment.
• Familiarity with telephone and electronic order booking systems.
• Proven track record of meeting sales targets through effective product and service selling.
• Excellent typing ability, along with strong verbal and written communication skills.
• Fluency in English is required; Arabic language skills are a plus.
• Critical thinking and high attention to detail.
• Ability to work well within a team environment.

What We Offer

• Robust career development support within a global organization.
• A positive and collaborative workplace culture.
• A diverse benefits package.