• Accept and register bookings for DHL services
• Offer alternatives to customers and seize upselling and cross-selling opportunity of valued added services (e.g. Sales Leads, Time Definite Express, Shipment value protection, Extented liability, Go Green) during interaction with customer
• Respond to customers consistently and confidently by providing accurate information in all areas such as custom requirements, transit time and prices
• Enhance service experience in DHL by exercising professionalism and empathy when dealing with each individual customer’s varying needs and demands
• Liaise with Operations and other departments for quick and efficient resolution of customer issues and queries
• Highlight areas for improvement with suggested solutions to improve DHL’s procedures, technology and service to positively enhance customer’s experience with DHL
• Adhere to global CS procedures while maintaining discretion to exercise flexibility to customers’ needs within reasonable limits in consultation with CS supervisors and managers
• Assist the supervisors (if applicable) to carry out relevant CS orientation / training programs for new or existing CS staff YOUR PROFILE:
• Diploma in Business (preferable) or equivalent
• 2 years' experience in Customer Service in service-related industry, handling and resolving customers’ issues and complaints
• Language: Vietnamese & English (fluent written and spoken)
• Substantial experience in customer service within a call center environment along with experience in complaints and claims handling in a service environment
• Excellent spoken and written language skill with a confident, professional and positive demeanor
• Excellent interpersonal skills and relates well with customers and co-workers from all levels
OUR OFFER:
• Multifarious benefit programs.
• Strong career support & lots of opportunities in an international environment.
• Training: both online and offline with Global DHL Standards.
• Coaching & Feedback culture allows you to advance further in short-term and long-term development goals.
• Working together based on DHL values of “Respect and Results”.
• Diverse engagement activities under “Best Day Everyday” – our Health & Well-being program.
• Employee hobby clubs, sports championships.
Do you see a personal challenge in these versatile and responsible tasks? Then apply now! We look forward to receiving your application!
We are committed to equal opportunity and reject any forms of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience.
