Customer Service Agent

Pertemps are proud to be working a successful client specialising in the Logistics industry based in Hoyland to recruit for a Customer Service Agent on a temporary to permanent basis.
Role
The Customer Service Agent will act as the face of the Service Centre, responsible for providing excellent customer service both internally and externally.
The Operations Agent acts as the face of the Service Centre, responsible for providing excellent customer service both internally and externally. you will be responsible for ensuring that the day-to-day Customer Facing activities within the Service Centre are completed to the required standards. You will be required to ensure that all internal and external visitors to the Service Centre are handled in the appropriate manner and act as Service Centre Receptionist.

**Duties**
- You will be responsible for providing excellent customer service and care, regardless of the situation for both internal and external customers; face to face and over the phone. A key challenge will be to remain calm and professional and ensure you provide the best possible customer service no matter the behaviour of the customer.
- You will also be required to work under time pressures to ensure that your workload is completed on time for ensuring that customers' needs are met and that they are satisfied. Your workload will differ day to day, and you will be expected to communicate and seek support when required. Your challenge will be to anticipate when that will be.
- You will play a key role in ensuring that you are meeting your KPI targets. A challenge will be improving and maintaining your goals and coming up with new ideas and suggestions to ensure these are met.
**_
Activities and Responsibilities_**
- Provide administrative and operational tasks, necessary to ensure the correct functioning of the Service Centre.
- Answer all calls to the Service Centre within 3 rings in a professional manner.
- Respond to all queries in accordance with company standards.
- Deal with all internal and external customers visiting the Service Centre in a professional manner. Manage day to day workload and seek support when required.
- Represent DHL in a professional and efficient manner to increase customer satisfaction.
- Responding to Problem Pieces and ensure redistribution is arranged in accordance with global standards
Plan and prepare working practices ensuring maximum efficiency
- Adhere to legislation including Health and Safety, Working Time Directive regulations etc.
- Expected to comply with DHL standard uniform and ID passes should be always worn.
- Adhere to all company procedures.
- Act as Service Centre receptionist when necessary
- Perform any other reasonable duties as required
- Safety and security: Adhere to country laws and regulations, company and third party rules and standards.
- Adhere to customs / import / export procedures.
- All employees engaged in activity on behalf of DHL International (UK) Ltd are to comply with all applicable security procedures
- All employees are to bring any potential security breaches or concerns to the attention of their supervisors
**Skills/Capabilities**:

- Excellent written and verbal communications skills
- Good interpersonal skills
- Strong IT skills
- Operational process knowledge
- Knowledge and understanding of Dangerous Goods (preferred)
- Good at establishing working relationships and developing personal contacts
- Strong personal influencing and consultative skills
- Good analytical and commercial awareness
- Self-motivated with good judgment and decision-making qualities