上海招聘

Responsibilities:

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

l Deliver best in class customer service by fulfilling each customer’s unique needs while adhering to DHL policies

l Respond to customer queries regarding information on prices, customs requirements, paperwork etc.

l Handle complaints and provide prompt and effective resolutions to meet customer’s expectations

l Handle claims, coordinate with the network for the investigation, processing of claims for settlement.

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

l Try to mitigate cases from escalation

l Log into Sales Force.com on customers enquiries and complaints on billing errors, shipment transit time with 4 hours of receiving.

l Undertake any assignments as and when required.

l Maintain and enhance good relationships with all internal and external customers.

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

l Post sales service to assigned customer group / segment.

l Upkeep and maintain feedback and claims information to system applications and organize an accurate database.

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

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

l 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.

l Lead and drive customer satisfaction by providing best in class service with a view towards establishing and maintaining a competitive advantage.

l Channel customer’s feedback to management or relevant departments for service improvement.

Job Requirement:

· 3 year experience in customer service, with experience in complaint and claims handling

· Customer-facing , interaction and contact skills

· Software skills (Word, Excel, PowerPoint, etc.)

· Communication skills, spoken and written

· Negotiation and interpersonal skills

· Analytical, organisational and motivational skills

If you are interested to apply, please send your updated CV together with current salary, expected salary and notice period to nancy.li2@dhl.com.

Deutsche Post DHL is the world’s leading logistics and mail communications company. With about 475,000 employees in over 220 countries and territories, the company is one of the largest employers in the world.
DPDHL has successfully launched into the market of Global E-Commerce Solutions focusing on Logistics but also on Consumer and Marketing Services.
DHL Consumer Dialogue & Delivery is a marketing solutions provider specialized in data-based Dialogue Marketing delivery solutions, B2C parcel delivery and Online-Marketing.