Customer Service Apprentice

Respond to customers’ enquiries providing information for products and services prior to shipping, to ensure the most appropriate DHL offering is provided in line with DHL procedures Promoting the benefits of the brand to secure the booking at initial point of contact Promote up/cross selling opportunities, in line with DHL Product Portfolio Improve the First Time Resolution rate for incoming tracking contacts from customers to minimise the opening of unnecessary trace files Handle customers objections in a professional manner to reinstall the customer’s faith in DHL and avoid escalation to claims/complaints Identify sales opportunities for long term business acquisition and pass to Sales Capture booking data in methodical manner-validating information provided Ensure service checks are completed and customer advised accordingly of any restrictions or additional information requirements Inform the customer of DHL services, including promotion of automated tools Provide price/transit quotations for customers and amend booking details as per customer’s request

Training:

Customer Service Practitioner Level 2.

You will be trained in the essential skills, knowledge and behaviours you need to excel in your role. This apprenticeship is delivered through a blended approach of 80% on-the-job learning and 20% off-the-job learning (inclusive of 1-2-1s, Team Meetings & Performance Dialogues).

Training Outcome:

Permanent position as a Customer Service Advisor. 

Employer Description:

DHL Express UK is part of the Deutsche Post DHL Group - the world’s most international company. We operate in more than 220 countries and territories worldwide, enabling us to provide exceptional national and international career development opportunities. Within DHL Express’s pursuit to be The Logistics Company of the World we engage in a number of initiatives such as – Go Teach, Go Green and Go Help.

Working Hours :
Flexible shift patterns starting between 08:00am - 11:15am Monday - Friday (8-hour shifts) Latest shift finishing at 7:15pm. Exact working hours TBC.

Skills:
Communication skills,Attention to detail,Customer care skills,Team working,Initiative,Patience