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DHL-VNPT Express Ltd.

Customer Service Advisor, Tracing

DHL-VNPT Express Ltd.
Updated: 24/02/2020

Employment Information

Job Description

  • Assist the Tracing Supervisor to carry out relevant Customer Service staff orientation programs and on- the-job training for CSA recruits
  • 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 company's policies
  • Respond to customer queries regarding information on prices, customs requirements etc
  • Liaise with other departments and Operations to address issues on service recovery
  • 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
  • Highlight areas for improvement, with suggested solutions – to improve company’s procedures, technology and service to positively enhance customers’ experience with the company.

Job Requirement

  • 2 years experience as Customer Service Agent in Logistics/ Import/Export Industry
  • English skill (excellent)
  • Major in Foreign Trade (preferable)
  • Typing skills (at least 30 wpm preferable)
  • Telephone skills (excellent)
  • Conflict resolution skills (excellent)
  • Technical Skills (Telephone systems, Order/Shipment Track & Trace Systems and Order Booking systems preferable)
  • Negotiation and interpersonal skills (excellent)

More Information

  • Degree: College
  • Age: Unlimited
  • Job type : Permanent
  • Probationary period: 60 days
  • Training opportunities: Certified International Training courses
  • Benefit:

    - Global multinational company with dynamic working environment
    - Multiple earnings and benefits from attractive rewards internally
    - Health & Wellbeing programs
    - Multiple engagement and team building activities annually

Company Overview

DHL-VNPT Express Ltd.
DHL – The Logistics company for the world DHL is the global market leader in the logistics industry and “The Logistics company for the world”. DHL commits...Detail

Customer Service Advisor, Tracing

DHL-VNPT Express Ltd.

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DHL-VNPT Express Ltd.

Employment Information

Customer Service Advisor, Tracing