Customer Service Advisor

Description

Job Summary: Customer Service Advisor for DHL Express Peru, focused on ensuring the best customer experience through high-quality solutions and service. Key Highlights: 1. Ensure the best customer experience with high standards 2. Drive sales through sales leads 3. Transform complaints into opportunities for improvement DHL Express Peru's Customer Service Department is seeking a Customer Service Advisor. ROLE PURPOSE Ensure the best customer experience by responding to and resolving each customer need in accordance with the company's highest standards and procedures. YOUR RESPONSIBILITIES * Meet our customers' needs/requirements/inquiries by delivering an excellent customer experience for DHL Express. * Meet CS Scorecard and CSE Scorecard performance indicators, as well as COE points relevant to your role. * Propose solutions beneficial both to the customer and to the company. * Accept and register pickups for DHL; open cases in SPARK when the customer's request requires additional follow-up attention — such as complaints, STTT (Straight to the Top), or any other situation identified by the advisor as requiring more personalized attention. * Drive sales through sales leads, as well as by offering applicable and beneficial additional services to the customer. * Provide customers with reliable and accurate information, verifying tracking systems to deliver complete information and offering appropriate guidance regarding restrictions or regulations. * Treat customer complaints as challenges and transform them into future improvement opportunities. * Provide support during workload surges across channels — including Chat, web, and Backline cases scheduled by Workforce Management and/or team leaders — to foster synergy. WHAT YOU BRING * Technical or university degree in fields related to International Trade. * Minimum of 1 year of experience in logistics companies within Customer Service. * Basic knowledge of international trade and customs regulations. * Proficiency in Microsoft Office and intermediate English. * Availability to work onsite in Callao.