Job Description

About us

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At DHL, people mean the world to us. That's why our goal has always been to attract and retain the best talent over the world. We provide challenge and opportunity for personal and professional development. We recognize the difference you bring to our business, and together we share the pride of building THE logistics company for the world.



Under the DHL Supply Chain umbrella, one of the business units of DHL, we provide customized logistics and industry solutions in the areas of supply chain management, warehousing, distribution, value added services, and lead logistics provider services for our customers - helping them deliver better results everyday.

Responsibilities

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Conduct monthly auditing on team's calls in accordance to guidelines and SLA Coordinate with BU/stakeholders to handle and resolve cases, requests or enquiries Escalate the issues, needs and insights to Management when necessary Ensure prompt printing and mailing of collaterals/sending daily SMS in accordance to SOP Conduct case management monitoring in CRM system, call recording retrieval, investigation and coaching when necessary Conduct systems, hardware, hotlines and recording testing Conduct monthly staff performance coaching and mentoring Manage staffing and leave matters Ensure service outcome and KPIs are met Provide shifts updates on service level, draw insights by periodically reviewing past calls

Requirements

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Diploma in any discipline At least two years of supervisory experience in a customer service/contact centre environment Computer literate with good supervisory, communication, interpersonal and management skills Comfortable communicating in other languages may be required as the incumbent will need to front escalation/cases predominantly from members of the public Proficient in MS Word, MS Excel, and MS PowerPoint Good verbal and written presentation skills * Self-motivated and ability to work independently