Senior Public Service Case Manager

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

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.