You will 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.
You will provide full tracing services for customers by investigating shipment incidents involving undelivered, returned, misrouted, delayed, lost or damaged shipments etc.
You will also be required to handle all trace enquiries in accordance with service standards and processes.
In addition, you are expected to deliver best in class customer service by fulfilling each customer's unique needs while adhering to DHL policies.
You will also be required to handle any overflow calls to support the contact center, to respond to customer queries regarding information on prices, customs requirements etc. on a timely and professional manner.
Job Requirements:
Minimum 3 to 5 years of experience in a Customer Service environment, with a strong focus on managing customer inquiries and complaints.
Experience working in teams and demonstrating excellent teamwork skills.
Outstanding customer-facing and interaction skills.
Proactive with the ability to multitask and work under pressure while meeting tight deadlines.
Strong communication skills in English and effective conflict resolution abilities.
