Customer Care Advisor

• Remote Booking Management: Accurately follow remote booking procedures to ensure on-time collection for customers.
  
• Service Recovery Analysis: Focus on the effective operation of the Service Recovery System by analyzing the root causes of service failure instances.
  
• Preventive Measure Implementation: Apply corrective and preventive measures based on incident findings to benefit both customers and DHL.
  
• Complaint & Claims Resolution: Confidently handle customer complaints and insurance claims to ensure prompt and effective resolutions.
  
• Customer Education: Capitalize on opportunities to educate customers on DHL’s value-added offerings, such as shipment insurance.
  
• Revenue Generation: Identify and promote areas with potential for revenue generation through cross-selling and upselling services like SII, TDX, and eCom tools.
  
• Tracing Support: Investigate shipment incidents involving undelivered, returned, misrouted, delayed, or damaged shipments to support the tracing team.
  
• Agent Training: Train Customer Service agents and other functions on empowerment and its application under various scenarios.
  
• Stakeholder Collaboration: Work closely across functional departments and DHL stations to maintain performance standards.
  
• Compliance Monitoring: Review process flows for ISO Audits to ensure compliance with current procedures.
  

• Education: University Graduate.
  
• English Proficiency: Excellent communication skills, both spoken and written.
  
• Professional Experience: 2–3 years of experience in customer services, specifically in complaint and claims handling in a service environment.
  
• Software Expertise: Excellent skills in Microsoft Office (Word, Excel, PowerPoint); proficiency in DHL Systems is preferable.
  
• Analytical Ability: Breaks down problems or processes into component parts and draws accurate conclusions from narrative and numerical data.
  
• Planning & Organizing: Sets clear goals and establishes a sequence of steps to ensure objectives are efficiently achieved.
  
• Decision Making: Makes timely and appropriate choices based on analysis and experience, even under conditions of uncertainty.
  
• Self-Management: Remains calm, objective, and controlled in responding to urgent or demanding situations.
  
• Accountability: Acts responsibly, keeps commitments, and complies with the intent of policies and procedures.
  
• Interpersonal Skills: Excellent negotiation and interaction skills with a focus on customer-facing excellence.
  

Equal Treatment Clause: We are committed to fostering equal opportunity and strictly reject all forms of discrimination. At DHL Group, employee selection is based exclusively on individual qualification, performance, skills, and professional experience.

✨ We Deliver the Difference

✨ We Care

✨ We Grow Together