Customer Care Advisor

Job description

Join the Most International Company in the World – DHL Express Singapore Would you like to join the world’s most international company? At DHL Express, we have been pioneering cross-border express shipping since 1969, connecting people and businesses in over 220 countries and territories. We don’t just deliver parcels—we deliver possibilities. If you want to make an impact that matters, join our Insanely Customer-Centric team today!

Explore exciting opportunities at https://careers.dhl.com/global/en . DHL Express Singapore is proud to be certified as a best workplace in Singapore since 2017 and ranked No.1 from 2020 for five successive years by global institute Great Place To Work® (GPTW). Here, you will be part of a team of over 1,500 passionate professionals dedicated to Connecting People and Changing Lives through express delivery for some of the world’s most loved and widely recognized brands across the globe.

Your Future. Delivered.

Role Opportunity

Customer Care Advisor We are looking for an Customer Care Advisor. The Customer Care Advisor p rovides 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. Your Tasks Customer Internal Customer Care Supervisor Assist the Customer Care Supervisor to carry out relevant Customer Service staff orientation programs and on- the-job training for CSA new hires.

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.

Stakeholder Internal Sub Function Departments Liaise with other departments and Operations to address issues on service recovery. Process Trace 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. What You Bring Minimum 1 year experience in a Customer Service environment in a service industry (preferable) and with experience working in teams Minimum O Levels (or equivalent) or A Levels or Diploma (preferable) or equivalent.

What We Offer

Career development with a global market leader internationally. Comprehensive learning and development programs. Inclusive workplace culture. Competitive benefits and wellness initiatives. Ready to Make a Difference? If you are looking to further your career with the global market leader in Express logistics and are keen to be part of an organization whose focus is to connect people and improve lives, we are interested to hear from you.

Apply now – our recruiters are looking forward to receiving your application! DHL is an equal opportunity employer. We reject any form of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience.

Recruitment Fraud Alert

DHL Express Singapore will never request payment or personal/financial information from applicants or employees at any stage of the recruitment process. Any such request should be treated as fraudulent. All email correspondence will be sent from the official DHL domain e.g. [email protected]. Protect yourself by verifying job offers and communications. Your safety is important to us.