CCS AGENT (NBD)

DHL Asia Pacific Shared Services; Singapore; On-site; SGD 26,000 - 42,000; Full time

Job summary

DHL Asia Pacific Shared Services is seeking a customer-focused professional to ensure orders are fulfilled accurately and dispatched efficiently. The role requires fluency in English and Bahasa, strong interpersonal skills, and proficiency in MS Office and SAP.

You will work as part of the CCS coordination team to maintain service standards and support DHL services across the Asia Pacific region. You will handle internal and external customer communications, anticipate needs, and contribute to a

Qualifications

• GCE O Levels or Diploma required.
• Fluent in English and Bahasa.
• Excellent interpersonal and customer service skills.
• Proficient in MS Office, SAP and Warehouse Management Systems.
• Able to work in a fast-paced environment and handle shifts.

Responsibilities

• Ensure customer orders are fulfilled or completed as required by the customer.
• Monitor the assignment and dispatch of parts from the stock center according to the manual.
• Understand the customer (internal and external); anticipate customer needs; prioritize satisfaction.
• Maintain and communicate CCS service standards to DHL colleagues and partners.
• Alert supervisor to recurring service failures to enable corrective actions.
• Avoid escalation of complaints by maintaining positive business relationships with DHL.
• Advise customers of other DHL services and inform about any irregularities.

Skills

English

Bahasa

Interpersonal skills

Customer service

Education

GCE O Levels/Diploma

Tools

MS Office

SAP

Warehouse Management Systems

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

• 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.