北京招聘

Resonsibilities:

  

• Provide full tracing services for customers by investigating shipment incidents involving undelivered, returned, misrouted, delayed, lost damaged shipments etc.

• 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, paperwork etc;

• Handle complaints and provide prompt and effective resolutions to meetcustomer’s expectations;

• Handle claims, coordinate with the network for the investigation, processing of claims for settlement;

• Proactively inform customers of any service failure and relevant operational service changes timely, and the alternative actions taken;

• Monitoring of shipment and notify if there is any issue within each post to take a more proactive position;

• Post sales service to assigned customer group / segment;

• Upkeep and maintain feedback and claims information to system applications and organize an accurate database;

• Analyse cases to identify the root causes of service incidents/failures and suggest solutions to pre-empt recurrence;

• Provide suggestions or alternatives for improving customer service quality to meet and exceed customers’ expectations and collate findings;

• Primary focus on the effective operation of the Service Recovery System by analysing root causes of service failure instances and applying corrective and preventive measures for future gain to both customers and DHL;

Requirement

• At least 2 years of working experience in Logistics or E-commerce industry

• Proficiency in languages : 1st Mandarin (Spoken & Written) / 2nd English (Spoken & Written) / 3rd Cantonese (Spoken will be preferred, but not mandatory)

• Computer literacy: MS Office

• Telephone Etiquette and pleasant disposition

• Independent, reliable, committed and team player

• Do not mind working in a warehouse environme

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DHL 电子商务解决方案成立于2014年，专注于电子商务物流解决方案。DHL 电子商务解决方案为零售商提供一站式解决方案及国际跨境运输、履约及通关领域服务，支持B2C、B2B2C以及M2C贸易，大力推动跨境电商核心产业。我们专心致力于让客户的生活更轻松。

我们是谁
DHL 电子商务解决方案物是跨境电商运输、电子商务物流和国内服务的专家，包括美洲和亚洲部分市场的多渠道最后一英里覆盖。

我们提供的服务
DHL 电子商务解决方案提供支持跨国和国内电子商务发展的服务。我们通过提供支付服务来支持电子零售商增长业务，并促进其国际电子商务业务。

我们的背景
DHL eCommerce Solutions部门被授权（美洲、亚太地区、中东/非洲）开发全球电子商务业务。

我们的愿景
我们的目标是成为最吸引人的国际商业路线上的头号跨国电子商务服务提供商，在部分市场跻身国内 B2C 递送和电子商务物流前 3 强。

我们是global company，我们有强大的网络，我们是国际电子商务物流行业中的领先者。加入我们，你获得的不仅仅是一份工作！这里有，全面的培训+完善的职业发展平台为你的成长助力；轻松工作环境+人性化管理，让你感受到尊重与关怀；我们有全年15天的年假，让你有时间看世界；员工与子女的商业保险+定期体检，为你提供安心的保障；海外工作机会和教育资质项目，让挑战与机会无处不在；丰富多彩的员工活动，让你快乐工作，快乐生活！