Customer Service Tracing

1. Working hours (flexible schedule depending on Line Manager’s arrangement, fixed day off on Sunday):

Monday – Friday: 8:00 AM – 6:00 PM
Saturday: 8:00 AM – 6:00 PM (not fixed). If working on Saturday, employees will be entitled to one compensatory day off on any weekday from Monday to Friday.

2. Location: 6 Thang Long Street, Ward 4, Tan Binh District, Ho Chi Minh City

3. Responsibilities:

Provide full tracing service for customers and other DHL stations by investigating undelivered, returned, misrouted, delayed, lost and damaged shipments (different kinds of service incidents)
Handle and respond to all tracing enquiries confidently and knowledgeably in accordance with the global CS process, creating a win-win outcome for the customers and for DHL.
Demonstrate professionalism and deliver best-in-class customer service to all internal and external customers
Highlight areas for improvement with suggested solutions to improve DHLs procedures, technology and service so as to positively enhance our customers experience with DHL
Assist the Customer Care Supervisor (if applicable) to carry out relevant CS orientation / training programs for new or existing CS staff

4. Requirements:

Minimum 5 years of Customer Service experience in the service industry.
Strong English speaking skills are required to support and consult with foreign customers.
Proven ability to handle and resolve customer issues and complaints effectively.

5. Benefits: