Join the Most International Company in the World - DHL Express Singapore
Wo uld you like to join the world's most international company At DHL Express, we have been pioneering cross-border express shipping since 1969, connecting people and businesses in over 220 countries and territories. We don't just deliver parcels-we deliver possibilities. If you want to make an impact that matters, join our Insanely Customer-Centric team today! Explore exciting opportunities at.
DHL Express Singapore is proud to be certified as a best workplace in Singapore since 2017 and ranked No.1 from 2020 for five successive years by global institute Great Place To Work (GPTW). Here, you will be part of a team of over 1,500 passionate professionals dedicated toConnecting People and Changing Livesthrough express delivery for some of the world's most loved and widely recognized brands across the globe.
Your Future. Delivered.
Role Opportunity: Customer Care Supervisor
We are looking for anCustomer Care Supervisor.This role supports Customer Care Senior Manager in leading and managing a team of Customer Service Advisors in the Tracing function in the Customer Contact Centre to ensure best-in-class standards in DHL's tracking and tracing service.
Your Tasks
Internal Stakeholders
Customer Care Executives
- Support Customer Care Executives, evaluate customers complaints and ensure that they are dealt with expeditiously and satisfactorily.
- Supervise and ensure staff discipline.
- Conduct staff performance appraisal.
Senior Manager, Customer Care
- Work with the Customer Care Senior Manager to communicate and implement the approved procedures for handling and resolving traces in accordance with DHL policies and country specific requirements and thereafter ensure compliance by trace staff via Quality Audit.
- Assist the Customer Care Senior Manager to continuously review workload of Customer Care Advisors (Tracing and Service Desk) to ensure optimal resource utilisation, enhanced productivity and the most cost-effective and efficient service levels for current and future customer needs.
Sub-Function Teams (IT)
- Work closely with the Information Technology team to leverage technology to automate trace processes as well as formulate backup plans in times of system outages.
- Promptly alert IT on problems arising from CS applications to ensure minimum disruptions to the CS track and trace operations.
- Liaise closely with Ground Operations and Gateway staff to resolve shipment related problems encountered by customers.
Training Function
- Jointly develop and co-ordinate training sessions with Training Managers.
Process
Management of Customer Care Advisors
- Lead, motivate and supervise Customer Care Advisors (both Tracing and Service Desk) to ensure that all customers track and trace or pickup requests are handled promptly, of consistent quality and in accordance to stipulated performance standards aligned to DHL standards.
- Encourage and guide Customer Care Advisors to achieve higher performance standards, and whenever necessary, to enforce staff discipline to ensure proper conduct and outstanding customer service.
- Prioritize and delegate work tasks for self and Customer Care Advisors focusing on customer needs and Customer Care performance targets.
- Review workload of staff to ensure optimal resource utilisation and productivity in order to ensure departmental capacity and flexibility to maintain operational effectiveness at all times.
Customers
- Handle customer's escalated cases from advisors and communicate with customers about issues on Trace resolution.
What You Bring
- Minimum 2 years experience in leading (with a strong background in coaching, counselling and motivating) customer service teams (particularly in the area of shipment / order tracking and tracing, and customer issue resolution) in a Customer Contact centre environment.
- Minimum A Levels or Diploma in Business (preferable) or equivalent.
What We Offer
- Career development with a global market leader internationally.
- Comprehensive learning and development programs.
- Inclusive workp lace culture.
- Competitive benefits and wellness initiatives.
Ready to Make a Difference
If you are looking to further your career with the global market leader in Express logistics and are keen to be part of an organization whose focus is to connect people and improve lives, we are interested to hear from you. Apply now - our recruiters are looking forward to receiving your application!
