Senior Customer Care Advisor

DHL EXPRESS (SINGAPORE) PTE. LTD.; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A leading logistics provider in Singapore is looking for a Customer Care Supervisor. This role is responsible for providing quality track and trace services to customers and overseeing day-to-day supervisory activities. Candidates must have a minimum diploma, at least three years of relevant customer service experience, and strong problem-solving and customer-facing skills. This position offers the opportunity to enhance customer experience and improve service standards within the organization.

Qualifications

• Minimum Diploma or equivalent in relevant field.
• At least 3 years of customer service experience in a Contact Centre environment.
• Detail-oriented with strong problem-solving capabilities.
• Excellent customer-facing and interaction skills.

Responsibilities

• Provide quality track and trace services to customers.
• Assist in day-to-day supervisory activities.
• Handle customer trace inquiries and complaints efficiently.
• Liaise with internal departments for service recovery.
• Identify areas for service improvement.

Skills

Customer facing skills

Problem-solving skills

Attention to detail

Education

Diploma or equivalent

Job description

Role Purpose

Provide 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.

Customer Internal

Customer Care Supervisor

• Assist in day to day supervisory related activities and to support and provide guidance to their peers.
• Assist in ensuring Customer Care processes & procedures are carried out effectively.

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.
• Handle and ensuring all Web Enquiries are responded within 4 hours.

Accountability

Stakeholder Internal

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

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.

Requirements

• Min Diploma or equivalent.
• Min 3 years of Customer Service experience in a Contact Centre environment.
• Has an eye for detail and problem-solving skills to track customers' package.
• Excellent Customer facing and interaction skills.