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 seeking a skilled Customer Care Supervisor. You will provide quality track and trace services to ensure customer satisfaction and manage daily supervisory activities. The ideal candidate must possess a diploma and have at least 3 years of experience in customer service within a contact centre. Successful applicants will demonstrate excellent communication, problem-solving skills, and an ability to enhance customer interaction. This role offers a dynamic work environment dedicated to achieving service excellence.

Qualifications

• Minimum 3 years of Customer Service experience in a Contact Centre environment.
• Excellent customer-facing and interaction skills.
• Ability to handle complaints and resolve issues effectively.

Responsibilities

• Provide quality track and trace services to customers.
• Assist in supervisory activities and support peers.
• Liaise with other departments for service recovery.
• Highlight service improvement issues and suggest solutions.

Skills

Customer service excellence

Problem-solving skills

Attention to detail

Strong communication skills

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.