Call Centre Agent (1-year contract) | Tampines

DHL Supply Chain Singapore Pte Ltd; Singapore; On-site; Confidential; Full time

Job summary

DHL Supply Chain Singapore Pte Ltd is seeking a Customer Care role to ensure orders are fulfilled to customer specifications and to monitor the dispatch of parts from stock centers. The incumbent will handle calls in English and Bahasa, upholding service standards across the DHL network.

This fast-paced position requires strong interpersonal skills, proficiency in MS Office and SAP, and a commitment to service excellence. Weekend/public holiday work may be required.

Qualifications

• Minimum GCE O Levels or Diploma.
• Fluent in English and Bahasa for customer calls.
• Excellent communication and customer service skills.
• Proficient with MS Office and SAP/warehouse systems.
• Ability to multi-task in a fast-paced environment.
• Team player with reliable work ethic.

Responsibilities

• Ensure customer orders are fulfilled as requested by customers.
• Monitor assignment and dispatch of parts from stock centers per the manual.
• Understand customers and anticipate needs to prioritise satisfaction.
• Maintain and communicate service standards as the central DHL coordination point.
• Alert supervisor to recurring service failures for corrective actions.
• Prevent escalation of complaints and maintain positive business relationships.
• Advise customers of other DHL services and notify irregularities to pre-empt problems.

Skills

English fluency

Bahasa fluency

Interpersonal skills

Communication skills

Customer service

Multi-tasking

Team player

Education

GCE O Levels/Diploma

Tools

MS Office

Warehouse Management Systems

SAP

Job description

Responsibilities:

• To ensure that customer orders are fulfilled or completed as customer requirement.




• To monitor the assignment and dispatch of parts from the appropriate stock center according to the specifications in the manual.




• To understand the customer (both internal and external); anticipating customer needs; giving high priority to customer satisfaction




• To maintain and communicate the service standards of the CCS to relevant DHL colleagues and partners to ensure that the CCS continues to meet its role as the central coordination point for the DHL program.




• To alert superior of recurring service failures so at corrective actions may be taken to avoid future problems.




• To avoid escalation of complaints into claims by working with the customer in a manner ensuring continuity of a positive business relationship with DHL.




• To advise customers of other DHL services where appropriate and inform them of any irregularities i.e. e., wrong/invalid address & contact details, incomplete booking documents(awb/invoice), in order to pre-empt future problems.

Requirements:

• Min. GCE O Levels/Diploma.




• Must be fluent in English & Bahasa as the incumbent will mainly be handling calls from customers communicating in these languages.




• Possess excellent interpersonal, communication skills and customer service skills.




• Proficient in MS Office, Warehouse Management Systems/SAP.




• Decisive, able to multi-task and committed to service excellence.




• Possess initiative to respond to customers' needs with a commitment towards service excellence.




• Able to work in a fast paced environment and able to work independently during shifts and/or on weekends/public holidays.




• Strong team player that can work along with others to ensure smooth operation to achieve daily KPI.

At DHL Supply Chain we take pride in our commitment to fostering a workplace that celebrates diversity and promotes inclusion for all. We believe that the diverse backgrounds, perspectives, and experiences of our employees are integral to our success. Our inclusive culture is built on the principles of equality, respect, and belonging, where every team member is valued and empowered.

We actively encourage individuals from all walks of life, regardless of age, race, gender, sexual orientation, religion, nationality, disability, or any other characteristic, to apply for positions with us. We are dedicated to providing equal opportunities, removing barriers, and creating an environment where everyone feels they truly belong.