CCS Agent - Dispatch & Customer Care (NBD)

DHL Group; Singapore; On-site; SGD 30,000 - 42,000; Full time

Job summary

DHL Group is seeking a customer service professional to support DHL Supply Chain operations. The role focuses on handling multilingual customer calls, understanding needs, and ensuring orders are fulfilled while maintaining service standards across the organization.

Candidates should be fluent in English and Bahasa, possess strong interpersonal and communication skills, and be proficient with MS Office, SAP, and warehouse management systems. Shift work and weekend coverage may apply.

Qualifications

• Min. GCE O Levels/Diploma.
• Fluent in English & Bahasa, with customer-facing call experience.
• 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.
• Able to work in a fast-paced environment, including shifts and weekend/holidays.

Responsibilities

• 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.

Skills

English

Bahasa

Interpersonal skills

Customer service

Multi-tasking

Decisive

Team player

Independent work

Education

GCE O Levels/Diploma

Tools

MS Office

Warehouse Management Systems

SAP

Job description

DHL Group is seeking a customer service professional to support DHL Supply Chain operations. The role focuses on handling multilingual customer calls, understanding needs, and ensuring orders are fulfilled while maintaining service standards across the organization.

Candidates should be fluent in English and Bahasa, possess strong interpersonal and communication skills, and be proficient with MS Office, SAP, and warehouse management systems. Shift work and weekend coverage may apply.