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Overall Role Purpose:

\n\nProvide quality and professional track and trace services to all parties, particularly customers and the DHL network, aimed at resolving service problems to achieve and exceed defined performance standards for traces and customer service.\n\n

Job Responsibilities:

\n\nAssist the Tracing Supervisor to carry out relevant CS staff orientation programs and on the job training for CSA recruits\nProvide full tracing services for customers by investigating shipment incidents involving undelivered, returned, misrouted, delayed, lost damaged shipment etc.\nHandle all trace enquiries in accordance with service standards and processes\nDeliver best in class customer service by fulfilling each customer’s unique needs while adhering to DHL policies\nRespond to customer queries regarding information on prices, customs requirement etc.\nLiaise with other departments and Operations to address issues on service recovery\nConfidently and knowledgably handle customer complaints whilst maintaining composure and take all possible actions to resolve issues (without over-committing) to the customer full satisfaction\nHandle any overflow of calls from the Frontline where necessary\n\n\n\n\n\n\n\n

\n\nBachelor’s Degree with 1-2 years experience in a Customer Care or Customer Contact Center in a service industry (preferable)\nGood problem solving and analytical thinking\nGood command in written and spoken English\nEnglish typical skills (at least 30 wpm preferable)\nGood telephone skills\nGood conflict resolution skills\nTechnical Skills (Telephone system, Order/Shipment Track & Trace Systems and Order Booking Systems preferable)\nGood negotiation and interpersonal skills\n\n