Qualifications

Language Requirements (MANDATORY):

· Mandarin Chinese: Fluent in spoken and written Mandarin (REQUIRED)

· English: Fluent in spoken and written English (REQUIRED)

Experience:

· 2 years DHL Sales, Operations, or Customer service experience

· Experience within a customer relations environment

· Previous experience in call centres (preferable)

· University degree or Higher Diploma

Customer Service Excellence

· Accept and register bookings for DHL services accurately and efficiently in both English and Mandarin

· Provide professional customer service to Chinese-speaking customers via phone, email, and other communication channels

· Offer alternatives to customers and potentially turn information calls into sales leads or identify other optional services to customers when opportunities arise during the course of interaction

· Respond to customers consistently and confidently by providing accurate information in all areas such as custom requirements, transit time, and prices in the customer's preferred language

Service Improvement & Process Adherence

· 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 existing Customer Service procedures as outlined in the department manuals, while maintaining discretion to exercise flexibility to customers' needs within reasonable limits in consultation with the Contact Centre Manager and Contact Centre Team Lead(s)

· Stay informed on current customer satisfaction with pick-up and delivery/customer service/billing and take action to improve performance to provide an even better customer experience

Cross-Functional Collaboration

· Liaise with Operations Department and other departments on quick and efficient resolution of customer issues and queries

· Serve as a language resource for colleagues when dealing with Mandarin-speaking customers

· Work cooperatively with others to achieve targets and objectives

Performance & Accountability

· Meet all KPIs and IKOs as specified for the role

· Act in a responsive manner towards customer requests with a "Can do" attitude

· Whenever possible, take customer requests to resolution or ensure they are passed on properly to contacts that can help