Overall Role Purpose:

• Provide 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.

Job Responsibilities:

• Provide full tracing services for customers by investigating shipment incidents involving undelivered, returned, misrouted, delayed, lost damaged shipment etc.
• Handle and respond to all tracing enquiries confidently and knowledgeably in accordance with the global CS process, creating a Win-Win outcome for the customers and for DHL
• Demonstrate professionalism and deliver best-in-class customer service to all internal and external customers
• Liaise with other departments and Operations to address issues on service recovery
•  Highlight areas for improvement with suggested solutions to improve DHL’s procedures, technology and service so as to positively enhance our customers’ experience with DHL
•  Assist the Tracing Supervisor (if applicable) to carry out relevant CS orientation / training programs for new or existing CS staff

Qualifications :

• Bachelor’s Degree with 1-2 years experience in a Customer Care or Customer Contact Center in a service industry (preferable)
• Good problem solving and analytical thinking
• Good command in written and spoken English
• English typical skills
• Good telephone skills
• Good conflict resolution skills
• Technical Skills (Telephone system, Order/Shipment Track & Trace Systems and Order Booking Systems preferable)
• Good negotiation and interpersonal skills