Customer Service Tracing

Responsibilities:

• Provide full tracing service for customers and other DHL stations by investigating undelivered, returned, misrouted, delayed, lost and damaged shipments (different kinds of service incidents)
• 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
• Highlight areas for improvement with suggested solutions to improve DHLs procedures, technology and service so as to positively enhance our customers experience with DHL
• Assist the Customer Care Supervisor (if applicable) to carry out relevant CS orientation / training programs for new or existing CS staff

Requirements:

• Minimum 5 years of Customer Service experience in the service industry.
• Strong English speaking skills are required to support and consult with foreign customers.
• Proven ability to handle and resolve customer issues and complaints effectively.