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:

Assist the Tracing Supervisor to carry out relevant CS staff orientation programs and on the job training for CSA recruits
Provide full tracing services for customers by investigating shipment incidents involving undelivered, returned, misrouted, delayed, lost damaged shipment etc.
Handle all trace enquiries in accordance with service standards and processes
Deliver best in class customer service by fulfilling each customer's unique needs while adhering to DHL policies
Respond to customer queries regarding information on prices, customs requirement etc.
Liaise with other departments and Operations to address issues on service recovery
Confidently and knowledgably handle customer complaints whilst maintaining composure and take all possible actions to resolve issues (without over-committing) to the customer full satisfaction
Handle any overflow of calls from the Frontline where necessary

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

Customer Service Advisor Tracing