Bilingual Omni-Channel Advisor
DHL
- Winnipeg, MB
- $21.53 per hour
- Permanent
- Full-time
- Please join us on the below dates for an open house at our Winnipeg facility located at
- Unit 3 - 130 Midland Street, R3E 3R3
- Monday February 12th from 11am to 7pm
- Tuesday February 13th from 9am to 3pm
- Successful candidates will need to do a typing speed test - 40 words per minute minimum, email, and other applications test*
- 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.
- All other duties and tasks as assigned by the CS leadership team.
- Responsible for knowing and meeting the Global/Regional KPI target requirements as defined in the CS Scorecard
- Responsible for 100% internal and external customer satisfaction
- As per CS Incentive Plan
- Comprehensive benefits package including both Dental and Medical
- Employee Discounts and Perks
- 3 weeks Paid Vacation (entitlement is subject to the terms outlined in the Collective Agreement)
- 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
- Typing speed – at least 40 words per minute
- Working knowledge of windows-based PC programs
- Able to navigate computer programs comfortably
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