Hong Kong Job Openings
DHL
Customer Service Supervisor
November 4, 2024
DHL Express - a company that connects people!
What makes DHL great? Our People! We know each employee’s individual contributions make us the #1 Express Delivery and Logistics Company in the world.Distinguished as No.1 World’s Best Workplace™ by Great Place to Work and Fortune MagazineDHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our corporate culture is about personal commitment – to our business, to each other and to our global communities. DHL is dedicated to being a great place to work.Start YOUR career with DHL today…
We are looking for a Customer Service Supervisorbased in Hong Kong.
The ACS Customer Service Supervisor is responsible for supervising customer service agents, while troubleshooting resolutions for the customer. Trains, coaches, and mentors employees on how to deliver the best customer service possible.
Working Location: Chek Lap Kok
How will you contribute to the success of DHL?
- Optimize team effectiveness and planning to ensure best booking performance
- Investigate customer's problems and find solutions
- Communicate with customers via phone or email
- Hire, train, and terminate customer service agents
- Provide scripts to read from during phone calls
- Handle major incidents that cannot be resolved by agents.
- Resolve complaints and shipment issues
- Analyze data and statistics
- Isolate and identify areas of improvement
- Train agents on how to adequately address problems over the phone or how to write correspondence via email
- Work with management on customer service improvement ideas
- Keep track of all of our Key accounts with the agents to make sure we are delivering on our promise to the customer
- Manage the mail accounts
- This involves trucking request and managing cost
Do you have what it takes?
- Bachelor’s Degree or equivalent experience/qualification
- 2-5 years experience
- Proficient in Microsoft (Excel, Word, Outlook, Power Point), database and web-based applications
- Highly competent compiling data in Excel, and being able to perform analysis and draw insights. Access, VB, etc. a plus.
- Ability to work within a team environment
- Strong verbal and written communication skills - must be adept at presenting ideas and concepts to groups in both formal and informal settings
- Freight background and Customer Service leadership is a plus
- DHL Central Asia Hub, 6 South Perimeter Road, Lantau Island, Hong Kong
Fritz-Erler-Strasse 5
53113 Bonn
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