ประสบการณ์:

ไม่จำเป็นต้องมีประสบการณ์ทำงาน

ทักษะ:

Good Communication Skills, Problem Solving, Telesales, English

ประเภทงาน:

งานประจำ

• Confidently and knowledgeably provide the full suite of DHL customer service offerings (e.g. booking, enquiries, shipment status, tracking etc.) to all parties contacting DHL via the customer service hotline and other contact modes.
• Accept and register bookings for DHL services.
• Offer alternatives to customers and potentially turn information calls into sales leads.
• Identify and promote areas with potential for revenue generation to cross-sell, upsell services including value added services (e.g. SI: Shipment insurance, TDD: Time Definite Delivery, EXT: Extended Liability etc.).
• Respond to customers consistently and confidently by providing accurate information in all areas such as custom requirements, transit time and prices.
• Enhance service experience in DHL by exercising professionalism and empathy when dealing with each individual customer s varying needs and demands.
• Liaise with other departments and Operations on quick and efficient resolution of customer issues and queries.
• Bachelor Degree in Business Administration, Business English or related field.
• Good command of English.
• Telephone and Communication skills.
• Willing to work in shift.
• Experienced in Call Center would be an advantaged.

ประสบการณ์:

1 ปีขึ้นไป

ทักษะ:

Customer Relationship Management (CRM), Negotiation, Service-Minded, English

ประเภทงาน:

งานประจำ

• 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.
• 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 ...
• 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.
• 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.