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JOB DESCRIPTION
JOB OVERVIEW
The Receptionist is responsible to answer calls in a professional, efficient and courteous manner creating a positive first impression of DHL, transfer calls to the right extensions and take messages for the employees not available. The jobholder is also Meet DHL Customers/Guests upon arrival and direct them to appropriate locations
MAIN RESPONSIBILITIES
- Meet and greet customers/guests upon arrival and check in guests or direct them to appropriate locations.
- Ensure that the telephones is answered in a timely and professional manner as per DHL standards and calls transferred to appropriate department/ staff to project a professional image to both internal and external customers at all times.
- Provides a high level of customer service and professionalism considering that all DHL customers have an express requirement and are looking for instant and immediate action.
- Follow customers service procedures as outlined in the manual to comply with the ISO procedures and safe working practices.
- Maintain thorough knowledge of all departments and DHL network in order to always supply correct and accurate information to customers internal and external.
- Assist with any administration request or reports as requested.
- Support and cover the incentive coordinator in their absence
- Support in NPA First Calls to have the customer experience on DHL Service
- Support in answering call center calls if needed
- Assist the service point walk-in customers if needed
- Provide Continuous Improvement initiative and suggestion to improve Reception processes
EDUCATION / EXPERIENCE / QUALIFICATION REQUIREMENTS
- Sounds educational background with knowledge of the Service industry an advantage
- Excellent English communication skills, with knowledge of Arabic is an added advantage
- Typing speed of minimum 30 words a minute
- Passion for delighting customers
- Should be self- motivated and able to work under pressure
- Good relationship building and interpersonal skills
- Working knowledge of MS office packages
- Team Player
*DHL Express UAE is a fair and inclusive employer committed to equal opportunities for all