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.

Responsibilities

• Lead, motivate and supervise Customer Care Advisors (Tracing, Service Desk) & CCU to ensure all customer requests (Trace, Remote Booking, Complaint, Claim) are attended to in accordance with global and regional performance standards, targets and processes.
• Interact with customers in a professional manner for effective service recovery and/or pay visits when service recovery actions are deemed essential.
• Manage service recovery incidences to ensure customer satisfaction is uncompromised, collaborating and coordinating with relevant stakeholders.
• Identify root causes of cases handled by the team and proactively propose process improvements.
• Ensure all escalations are resolved timely and proactive actions enhance customer experi...