Senior Coordinator, Customer Service
Senior Coordinator, Customer Service
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Job Description
Do you have what it takes
Bachelors Degree or equivalent experience/qualification
- Fluent in English written & spoken. (Other languages a benefit)
- 2 years experience ideally within a customer services environment.
- Strong customer centric approach and mindset
- Excellent computer skills
- Ability to work effectively under pressure
- Strong diplomacy and persuasion ability
- Flexible in working hours and ability to adjust to changes
- Team worker
Fritz-Erler-Strasse 5
53113 Bonn
DHL Express - a company that connects people!
What makes DHL great Our People! We know each employees individual contributions make us the #1 Express Delivery and Logistics Company in the world.
Distinguished as No.1 Worlds 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 Senior Coordinator Customer Servicebased in Hong Kong.
The purpose of this role is to provide a variety of customer support features for our ACS customers. Ensuring timely and accurate information is provided to customers in a professional manner.
Working Location: Chek Lap Kok
How will you contribute to the success of DHL
Handles incoming customer calls intended to provide customer satisfaction retention or extend contact to sell new or additional products or services.
Resolution of customer account queries.
Identifies contacts customers and books cargo to fill flights.
Take bookings generated via telephone emails clarify issues and solve problems for customers
Respond to customer inquiries take bookings service needs and complaints or direct to sales representatives or technical/ service area.
Book the cargo information into System
Answer questions via phone mail email fax website or face-to-face contact with customers.
Promotes and markets products and services of the company.
Provides support in center locations including timely resolution of customer service and operational management issues.
Analyzes and makes recommendations based on call volume trends and other forecasting factors considering future customer service including staffing and call capacity.
Works together with sales representatives to provide post pre-and/or sales customer support consultation problem solving suggestions whilst ensiring appropriate solutions or answers.
Negotiates customer complaints initiates billing adjustments fixes product substitutions and returns.
Evaluates customer needs and suggests/promotes alternative products or services.
Provides administrative support to the function including the creation of reports that will be used within the centre.
Tracking incoming call traffic volume and distributing calls based on staff availability.
Ensures customer needs are met by coordinating and adjusting call volumes in a timely manner.
Coordinates with other departments when interruptions occur and calls need to be redirected.
Tracks all on forwarded cargo to final destination via aircraft or truck. Coordinates truck movements with operations.
Traces missing cargo and follow-up on tracers provides freight status alert and/or customer call back-up support.
Required Experience:
Senior IC
Employment Type
Full-Time
