DESKRIPSI PEKERJAAN
Tracing Supervisor
Assist the Tracing Supervisor to carry out relevant CS staff orientation programs and on- the-job training for CSA recruits
DHL Customers
Provide full tracing services for customers by investigating shipment incidents involving undelivered, returned, misrouted, delayed, lost damaged shipments etc.
Handle all trace enquiries in accordance with service standards and processes.
Deliver best in class customer service by fulfilling each customer’s unique needs while adhering to DHL policies
Respond to customer queries regarding information on prices, customs requirements etc
Subfunction Departments
Liaise with other departments and Operations to address issues on service recovery
Trace Process
Confidently and knowledgably handle customer complaints whilst maintaining composure and take all possible actions to resolve issues (without over-committing) to the customers full satisfaction
Handle any overflow of calls from the Frontline where necessary
Adhere to existing customer service procedures as outlined in the department manuals while maintaining discretion to exercise flexibility when handling traces
Service Improvement Issue
Highlight areas for improvement, with suggested solutions – to improve DHL’s procedures, technology and service to positively enhance customers’ experience with DHL.
REQUIREMENT
Typing skills (at least 30 wpm preferable)
Telephone skills (excellent)
Conflict resolution skills (excellent)
Technical Skills (Telephone and Order Booking systems preferable)
Communication skills - spoken and written (excellent)
Negotiation and interpersonal skills (excellent)
DETAIL LOWONGAN
- Umur -
- Min GPA -
- Min. Qualification S1/D4
- Min Experience Supervisor / Coordinator
