Customer Service Advisor (Temporary)

Description

Job Summary: DHL Express Chile is seeking a Customer Service Advisor to ensure customer satisfaction and service quality by resolving inquiries and supporting sales generation across various channels. Key Highlights: 1. Proactive customer support and resolution of customer inquiries. 2. Support for sales generation and advisory services regarding DHL offerings. 3. Management of multiple communication channels (phone, email, chat). DHL Express Chile’s Customer Service Department is seeking a Customer Service Advisor. ROLE PURPOSE The Customer Service Advisor will be responsible for ensuring customer satisfaction and service quality through proactive support and resolution of customer inquiries and requests via multiple communication channels such as phone, email, and chat. Additionally, they will support sales generation based on received quotations by providing accurate information about DHL services and products, and ensuring effective resolution of requests at first contact. YOUR RESPONSIBILITIES * A. Register and accept pickup requests, validating regulations, restrictions, and requirements according to DHL transportation policies. * B. Proactively follow up on quotations from non-corporate account customers, convert them into sales, and advise customers on DHL services. * C. Provide effective and accurate solutions to customer inquiries, supplying information on customized requirements, transit times, USD values, and customs requirements. * D. Handle inquiries via email, live chat, and phone, adhering to quality standards. * E. Track shipments using internal tracking systems, keeping customers reliably and accurately informed about their shipment status. * F. Identify and channel additional sales opportunities or leads to the commercial department, both from existing customers and potential customers without corporate accounts. * G. Enter and manage requests in the system when an inquiry or complaint cannot be resolved during the first contact, following DHL-aligned customer service processes. * H. Communicate clear instructions to Operations and other internal teams, ensuring smooth coordination to resolve customer requests. WHAT YOU BRING * Completed Secondary Education * Knowledge of International Trade — Desirable * Minimum 1–2 years of customer service experience. * Intermediate English — Mandatory CONNECTING PEOPLE, IMPROVING LIVES