Customer Care Specialist: Tracking & Resolution

DHL Air (UK) Ltd; Tempe (AZ); On-site; USD 35,000 - 55,000; Full time

Benefits offered by this job

Competitive Pay

Bonuses

401K match

Healthcare benefits

Tuition Reimbursement

4 weeks PTO

Paid Leave

Employee Discounts

EAP & Work Life

Training Programs

Job summary

DHL Express is seeking a Customer Care Advisor to provide quality track-and-trace services to customers and the DHL network, resolving issues and meeting performance standards. The role covers inquiries by phone, email, fax, website, or in person.

The position requires a minimum of 2 years in a call center or similar environment, strong communication skills, and proficiency with Microsoft Office and DHL systems (CSV, SPARK, NTPS, CSP, EMT).

Qualifications

• High school diploma or GED required.
• Minimum 2 years of experience in a Customer Contact Center or telesales environment.
• Strong oral and written communication skills with problem-solving abilities.

Responsibilities

• Provide comprehensive tracing services for customers by investigating shipment incidents.
• Manage customer traces and shipment inquiries with a focus on customer satisfaction and timely resolution.
• Persistently pursue prompt resolutions on behalf of the customer.
• Communicate effectively with DHL Network colleagues with a sense of urgency for customer needs.
• Meet all commitments to customers through timely follow-up and consistent communication.
• Manage databases and web-based programs to document customer issues and communications.
• Identify and record recurring problem areas.
• Provide guidance or training to less experienced staff as needed.
• Educate customers and communicate information clearly and effectively.
• Collaborate with multiple DHL Gateway locations to obtain clearance information and clarify requirements.
• Demonstrate multitasking by handling high volumes of calls and emails.

Skills

Teamwork

Communication

Microsoft Office

Call center experience

Education

High School Diploma

Tools

CSV

SPARK

NTPS

CSP

EMT

Job description

DHL Express is seeking a Customer Care Advisor to provide quality track-and-trace services to customers and the DHL network, resolving issues and meeting performance standards. The role covers inquiries by phone, email, fax, website, or in person.

The position requires a minimum of 2 years in a call center or similar environment, strong communication skills, and proficiency with Microsoft Office and DHL systems (CSV, SPARK, NTPS, CSP, EMT).