Senior Executive/ Assistant Manager, Customer Experience Team (Email) (Contract)

DHL Supply Chain Singapore Pte Ltd; Singapore; On-site; Confidential; Full time

Job summary

DHL Supply Chain Singapore Pte Ltd is seeking a customer service professional to serve as the primary point of contact for members of the public, handling enquiries, feedback and appeals with empathy.

In this fast-paced role, you will manage cases end-to-end, collaborate with internal and external stakeholders, identify service gaps, and contribute to process improvements and knowledge resources to enhance customer experience.

Qualifications

• Degree in any field
• Experience in customer service, contact centre operations or public-facing roles is preferred.
• Strong verbal and written communication skills, with the ability to engage and communicate effectively with diverse stakeholders.
• Ability to manage multiple cases in a fast-paced environment while maintaining accuracy and service quality.
• Demonstrated empathy, professionalism and resilience in handling complex or challenging situations.
• Strong problem-solving skills and the ability to work independently as well as collaboratively within a team.

Responsibilities

• Serve as the primary point of contact for members of the public, handling enquiries, feedback and appeals professionally and empathetically.
• Manage cases end-to-end, ensuring accurate assessment, timely resolution, proper documentation and clear communication.
• Collaborate with internal and external stakeholders to resolve cases and facilitate seamless service delivery.
• Identify callers needs, service gaps and recurring issues, and provide feedback to improve processes and customer experience.
• Contribute to the development of operational procedures, knowledge resources and continuous improvement initiatives.

Skills

Customer service

Communication skills

Empathy

Problem solving

Teamwork

Education

Degree in any field

Job description

Roles & Responsibilities

• Serve as the primary point of contact for members of the public, handling enquiries, feedback and appeals professionally and empathetically.




• Manage cases end-to-end, ensuring accurate assessment, timely resolution, proper documentation and clear communication.




• Collaborate with internal and external stakeholders to resolve cases and facilitate seamless service delivery.




• Identify callers needs, service gaps and recurring issues, and provide feedback to improve processes and customer experience.




• Contribute to the development of operational procedures, knowledge resources and continuous improvement initiatives.

Skills & Requirements

• Degree in any field




• Experience in customer service, contact centre operations or public-facing roles is preferred.




• Strong verbal and written communication skills, with the ability to engage and communicate effectively with diverse stakeholders.




• Ability to manage multiple cases in a fast-paced environment while maintaining accuracy and service quality.




• Demonstrated empathy, professionalism and resilience in handling complex or challenging situations.




• Strong problem-solving skills and the ability to work independently as well as collaboratively within a team.