Overall Role Purpose

The position holder is in charge of the booking, inquiry, tracing request from customer during the non-normal working time in the night. It’s the continuance work of daytime. The aim is to provide the consistent high quality customer service and ensure all the targets and KPIs can be achieved successfully

任职人需负责接待并处理夜间非工作时间内的客户的咨询，预约取件，查询等工作，是正常工作时间的工作的延续，旨在持续为客户提供高效满意的服务，并确保服务表现目标的顺利达成

Accountabilities

Dealing With Booking, Inquiry, Tracing Request from Customer
处理客户预约、查询与信件跟踪等：

• Take the responsibility of the booking, inquiry, tracing request from customer during the non-normal working time in the night, to ensure to provide the high quality service and all department KPIs can be achieved during this period of time
  负责接待并处理夜间非工作时间内的客户的咨询，预约取件，查询等工作，确保夜间非工作时间内高质量的客户服务和部门各项指标的达成

Take the Responsibility of Contact Centre Agent in Night
执行在夜间非工作时间内的客户联络中心代表的职责：

• To accept and register customer bookings for DHL services and accurately input relevant booking data to the Customer Service applications
  接待，处理并注册客户的取件非工作时间内的预定，在客户服务应用系统上准确输入相关的预定取件信息
• Knowledgeably offer customers the most suitable DHL service based on their unique needs, and actively attempting to close the deal by converting their enquiries and securing their bookings
  以客户需求为导向，通过丰富的专业知识的运用，提供客户最能满足其独特需求的服务并主动将客户的咨询转化为成功的预约取件
• Identify potential for selling additional services and value-added services (e.g.. Insurance, TDD, packaging, Jumbo Box, account facilities, etc.) to customers during the course of interacting with customers (primarily over the telephone, and including other contact modes), and actively sell these to secure additional revenue or new revenue sources for DHL. This includes asking customers the appropriate questions to match their needs against value-added services, professionally offering and convincing them on the benefits of the services, handling their objections/ reservations (if any), and closing the deal by successfully securing their purchase of the offered services
  在与客户接触中（主要是通过电话及其他联络方式）挖掘并探询提供客户额外服务及增值服务的销售潜在性。（如保险，TDD定点派送，包装，珍宝箱，帐单管理等）主动进行销售为公司创造额外利润及新收入。通过对客户的适当提问来探询他们对增值服务的需求，以专业的举止建立客户对其将受益于DHL服务的信心，得体地处理客户可能提出的反驳和争议，从而成功促使客户产生购买行为
• To effectively respond to all customer enquiries regarding DHL’s services, by consistently and confidently providing customers with accurate information on prices, transit times, customs paperwork requirements, packaging, country-specific requirements (including potential customs clearance delays), simple account and sales questions
  通过以专业，自信的举止，统一答复客户在价格，转运时间，清关文件要求，包装，国家 ，地区的特殊限制及要求 （包括可能发生的清关延误），简单的帐号及销售咨询，以实现对客户提出的DHL服务咨询的效率回应
• To handle customer’s tracing request professionally on the base of rich business knowledge, and register the trace in STM correctly
  以专业的举止，丰富的业务知识，解答客户快件的查询要求，并在STM系统中进行正确的登记

To efficiently handle escalation trace request and customer’s complaint in night to avoid it get worse
在夜间非工作时间对升级查询和客户投诉进行有效的处理，避免事态进一步恶化：

• To assign the traces in STM correctly and timely during the night, to reply the urgent service request from network completely and correctly
  对夜间进入STM 系统中查询进行正确的分配，及时回复夜间所有紧急查询及服务咨询，且对于可立即作答的咨询回复完整
• To reply the 3rd & 4th request which received in night timely, to ensure the reply to comply the NSS and procedures, to stop the further escalation effectively
  对夜间收到的来自网络的三级和四级查询进行回复，且回复内容符合既定的标准和流程，有效的避免网络的进一步升级
• To close monitor the urgent case which was handed over from normal shift staff, to try best solve these urgent problems via Email, Telephone and so on. To ensure the smooth communication with daytime staff
  对于白班同时交代的紧急查询进行密切的跟进，通过电话，电子邮件等方式，尽最大力量解决紧急查询的要求，同时做好记录工作，确保与白班的同事的沟通的顺畅行
• To handling customer’s complaint professionally and confidently, to make the good communication and handover with daytime shift staff to ensure the continuance and effectiveness of complaint handling, to keep customer’s satisfaction maximally
  面临客户投诉时保持镇静，运用相关知识，以专业的风范、自信地处理客户在投诉，同时和正常班的同事做好交接工作，保证客户投诉处理的持续性和有效性，最大限度的维系客户的满意度

File Documentation and Other Administration Work
单据存档及其他行政工作：

• To keep the all handover paperwork and file properly, to ensure the completeness and correctness of all files
  正确对夜班需要整理和交接的单据进行存档，确保单据的完整性和准确性
• To monitor the working status of office facility (fax machine、printer) closely, to contact with relevant department when meet the malfunction and hand it over with daytime staff
  时刻关注办公设备（传真机、打印机等）是否运转正常，出现任何故障及时和相关部门联系并且和正常班的同事做好交接
• To monitor the working status of CSM STM, Netscape etc, application system and contact with IT department whenever meet the troubles timely
  时刻关注CSM, STM, Netscape等应用系统是否正常运行，对于任何故障及时联系全国电脑部
• To assign the fax which received in night timely
  及时、准确地分发夜间由网络其他国家发过来的传真
  Incumbent has no direct reports and authority over country line and functional personnel. Nevertheless he/she must be able to demonstrate ability to influence decisions/actions
  在职者没有向其直接汇报的员工，没有管理权限。但在职者必须由能力影响他人决策和行动

Skills / Qualifications
Skills技能要求

• Typing skills (at least 30 wpm preferable)
  打字技能（每分钟30字以上更优）
• Telephone skills (excellent)
  接打电话技巧（出色）
• Conflict resolution and emergency handling skills (excellent)
  解决争端及突发事件的技巧（出色）
• Technical Skills (Telephone and Order Booking systems preferable)
  技术才能 （掌握电话及预约取件系统的使用更优）
• Communication skills - spoken and written (excellent)
  沟通技巧，书面及口头（出色）
• Negotiation and interpersonal skills (excellent)
  谈判及人际交往技巧（出色）
• At least 2 years experience in a Customer Contact Centre or Telesales environment in a service industry
  至少两年服务行业客户联络中心或电话销售工作经验
• Experience working in teams
  具备团队工作经验
• College degree or equivalent, in English or related major
  英语或相关专业大专毕业或同等学力