长沙招聘

职位描述：
Responsibilities:
? 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;
? Try to mitigate cases from escalation;
? Log into Sales Force.com on customers enquiries and complaints on billing errors, shipment transit time with 4 hours of receiving;
? Undertake any assignments as and when required’
? Maintain and enhance good relationships with all internal and external customers;
? 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;
? Lead and drive customer satisfaction by providing best in class service with a view towards establishing and maintaining a competitive advantage;
? Channel customer’s feedback to management or relevant departments for service improvement.

Desired Skills/Experience
? At least 2 years of working experience in Customer Service-related 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 environment




Interested candidates, pls send your updated CV in MS word format to ricky.liu3@dhl.com
Find us at wechat official accounts "敦豪电子商务人才汇" 举报 分享

敦豪全球货运（中国）有限公司简介
敦豪全球货运（中国）有限公司是敦豪全球货运物流在中国的旗下公司之一。敦豪全球货运物流（ DHL Global Forwarding) 即全球500强企业德国邮政集团敦豪集团（DPDHL)旗下致力于物流货运的业务板块，在国内主要从事国际及国内空运、海运、行业项目/包机，客户项目管理以及国际供应链管理等业务。现有员工约2400人，在全国32个城市设有分支机构, 是国内空海运行业的翘楚.公司目前正在实施“首选战略”，拟通过提高服务质量和创造令人愉悦的工作氛围成为客户及员工首选，使其不仅是行业最大，而且是最优秀的公司。

Global Service Center
为提高服务质量，力求实现物流与信息流的的高效集成，DHL全球货运服务共享中心成都中心于2009年10月成立。将中国大陆，中国香港,中国台湾，日本，韩国及公司其他亚洲地区的海运及空运进出口物流信息处理维护集中于成都中心管理。即运用现代信息处理技术进行统一化的物流信息的收集、存储、传输、加工整理、维护，输出和分析。现成都中心拥有员工450人，另外位于印度孟买和菲律宾马尼拉的中心员工规模达1500人。