Bilingual Omni-Channel Advisor

About the Job

Bilingual Omni-Channel Advisor (English/French) 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 19:00pm 

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 responsible for 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)

Qualifications - External

What you have:

• 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

Working conditions:

• 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

Technical Skills:

• Typing speed – at least 40 words per minute
• Working knowledge of windows-based PC programs
• Able to navigate computer programs comfortably

By joining DHL, you will be joining a company where work/life balance is of utmost importance. DHL offers exceptional working conditions, as well as excellent employee benefits. Whatever your profile, career path, professional ambitions and availability, we want to hear from you. If you are an energetic person who is looking to move ahead in your career - apply today!

About DHL Express:

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. DHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our corporate 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. 

About the Company:

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.DHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our corporate 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.

About DHL Express

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.DHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our corporate 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.  About DHL Express:

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.DHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our corporate 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.