Bilingual Omni-Channel Advisor

Ranked the World’s #1 Greatest Place to Work in 2021 ©. We are looking for MOTIVATED people like YOU to join our company where we will offer you the opportunity to be a part of a winning team!

Starting your career today in Customer Service means that you are kicking off the beginning of a gratifying, long-term career. The opportunities are truly endless here at DHL Express, from across Canada to across the globe! Your success is our success – we want you to thrive and achieve your career goals. We have a robust Talent Management program in place where we support you in reaching your individual development goals while your manager guides and holds you accountable.

Wage: Bilingual (French) :$21.53 (for first 3 months) which will increase as per the Collective Bargaining Agreement (CBA).

Shift: 11:00am to 19:00 pm

Job fair will be June 21st - only selected candidates will be contacted directly, and provided with further details.

Who are we looking for?

As a Full-time Omni-channel Advisor at DHL, you will play a key role in delivering our purpose, Connecting People & Improving Lives, by working in our Call Centre. You will be responsiblefor ensuring 100% internal and external customer satisfaction consistent with DHL performance standards. As well, you will work to ensure consistency in delivering quality service across all customer touch points to continue our journey from Good to Great and sustain our success.

What you will do:

As an Omni-channel advisor at DHL, you will play a key role in delivering our purpose, Connecting People & Improving Lives, by working in our omni-channel contact centre. You will work to ensure consistency in delivering quality service across all inbound customer touch points (Call, Chat, Email) to continue our journey from Good to Great and sustain our success.

DUTIES AND RESPONSIBILITIES

• 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.

PERFORMANCE OBJECTIVES

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

INDIVIDUAL KEY OBJECTIVES

As per CS Incentive Plan

What is In It for You?

• 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)