Customer Care Advisor

DHL Express; Singapore; On-site; SGD 32,000 - 52,000; Full time

Benefits offered by this job

Career development with a global markt

Job summary

DHL Express Singapore is seeking a Customer Care Advisor to provide quality track and trace services to customers and the DHL network, aiming to resolve service problems and exceed performance standards for traces and customer service.

In this role you will support tracing activities, respond to customer queries on prices and customs, and work with internal departments to improve service delivery, with at least one year of customer service experience and basic educational qualifications.

Qualifications

• Minimum 1 year experience in a Customer Service environment in a service industry and with experience working in teams.
• Minimum O Levels (or equivalent) or A Levels or Diploma (preferable) or equivalent.

Responsibilities

• Provide full tracing services for customers by investigating shipment incidents involving undelivered, returned, misrouted, delayed, lost damaged shipments 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 requirements 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 to the customers’ full satisfaction.
• Highlight areas for improvement, with suggested solutions – to improve DHL’s procedures, technology and service to positively enhance customers’ experience with DHL.

Education

O Levels (or equivalent) or A Levels or Diploma (preferable)

Job description

Join the Most International Company in the World – DHL Express Singapore

Would you like to join the world’s most international company? At DHL Express, we have been pioneering cross-border express shipping since 1969, connecting people and businesses in over 220 countries and territories. We don’t just deliver parcels—we deliver possibilities. If you want to make an impact that matters, join our Insanely Customer-Centric team today! Explore exciting opportunities at https://careers.dhl.com/global/en.

Your Future. Delivered.

Role Opportunity: Customer Care Advisor

We are looking for an Customer Care Advisor. The Customer Care Advisor provides 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.

Your Tasks

Customer Internal

Customer Care Supervisor

• Assist the Customer Care Supervisor to carry out relevant Customer Service staff orientation programs and on- the-job training for CSA new hires.

Customer External

DHL Customers

• Provide full tracing services for customers by investigating shipment incidents involving undelivered, returned, misrouted, delayed, lost damaged shipments 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 requirements etc.

Stakeholder Internal

Sub Function Departments

• Liaise with other departments and Operations to address issues on service recovery.

Process

Trace Process

• Confidently and knowledgably handle customer complaints whilst maintaining composure and take all possible actions to resolve issues (without over-committing) to the customers full satisfaction.
• Handle any overflow of calls from the Frontline where necessary.
• Adhere to existing customer service procedures as outlined in the department manuals while maintaining discretion to exercise flexibility when handling traces.

Service Improvement Issue

• Highlight areas for improvement, with suggested solutions – to improve DHL’s procedures, technology and service to positively enhance customers’ experience with DHL.

What You Bring

• Minimum 1 year experience in a Customer Service environment in a service industry (preferable) and with experience working in teams
• Minimum O Levels (or equivalent) or A Levels or Diploma (preferable) or equivalent.

What We Offer

• Career development with a global market leader internationally.
• Comprehensive learning and development programs.
• Inclusive workplace culture.
• Competitive benefits and wellness initiatives.

Ready to Make a Difference?

If you are looking to further your career with the global market leader in Express logistics and are keen to be part of an organization whose focus is to connect people and improve lives, we are interested to hear from you.

DHL is an equal opportunity employer. We reject any form of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience.