CCS Agent (CN)

Deutsche Post DHL; Singapore; On-site; SGD 36,000 - 60,000; Full time

Job summary

DHL Asia Pacific Shared Services is seeking a Customer Service Specialist for the CCS area within DHL Supply Chain. You will handle Mandarin-speaking calls, ensure orders are fulfilled, and coordinate dispatch of parts according to internal manuals.

Ideal candidates are fluent in English and Mandarin, possess strong interpersonal and communication skills, and are proficient in MS Office and SAP/WMS. Shifts include weekends and public holidays in a 24/7 rostering environment.

Qualifications

• Must be fluent in English and Mandarin to handle Mandarin-speaking calls.
• Excellent interpersonal, communication and customer service skills.
• Proficient in MS Office and Warehouse Management Systems (SAP).
• Decisive, able to multi-task and committed to service excellence.
• Proactive with a commitment to meeting customer needs.
• Able to work in a fast-paced environment and independently during shifts, weekends and public holidays.
• Strong team player to ensure smooth daily KPI achievement.

Responsibilities

• Ensure that customer orders are fulfilled or completed as customer requirement.
• Monitor the assignment and dispatch of parts from the appropriate stock center according to the specifications in the manual.
• Understand the customer (internal and external); anticipating customer needs; giving high priority to customer satisfaction.
• 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.
• Alert superior of recurring service failures so at corrective actions may be taken to avoid future problems.
• Avoid escalation of complaints into claims by working with the customer in a manner ensuring continuity of a positive business relationship with DHL.
• Advise customers of other DHL services where appropriate and inform them of any irregularities i.e. wrong/invalid address & contact details, incomplete booking documents, in order to pre-empt future problems.

Skills

Bilingual English/Mandarin

Interpersonal skills

Customer service

Communication

Decisive

Multi-tasking

Team player

Tools

MS Office

WMS/SAP

Job description

About us

At DHL, people mean the world to us. That's why our goal has always been to attract and retain the best talent over the world. We provide challenge and opportunity for personal and professional development. We recognize the difference you bring to our business, and together we share the pride of building THE logistics company for the world.

Under the DHL Supply Chain umbrella, one of the business units of DHL, we provide customized logistics and industry solutions in the areas of supply chain management, warehousing, distribution, value added services, and lead logistics provider services for our customers - helping them deliver better results everyday.

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

• Must be fluent in English & Mandarin as the incumbent will mainly be handling calls from mandarin speaking customers.

• 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.

Rostering:

24/7 shift including public holidays and weekends. Do note that shift timings and WFH arrangements may be subjected to changes. Will rotate between 5 days work week and 12-hour shift every 2-3 months.

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.