Customer Service Advisor (Tracking and Frontline)

หน้าที่และความรับผิดชอบ

• Responsibility: Customer Service Advisor (Tracing) • Provide quality and professional track and trace services to all parties, particularly customers and the Client network, aimed at resolving service problems to achieve and exceed defined performance standards for traces and customer service • To support of customer either by pick up call overflow or handle tracking/tracing calls • 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 Client policies. • Respond to customer queries regarding information on prices, customs requirements etc • Up selling value added product( for back up team) Customer Service Advisor (Frontline) • Confidently and knowledgeably provide the full suite of Client’s customer service offerings (e.g. booking, enquiries, shipment status, tracking etc) to all parties contacting Client via the customer service hotline and other contact modes. • Assist the Contact Centre Supervisor to carry out relevant CS staff orientation programs and on the- job training for newcomers • Accept and register bookings for Client services. • Offer alternatives to customers and potentially turn information calls into sales leads or identify other additional value added 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. Enhance service experience in DHL by exercising professionalism and empathy when dealing with each individual customer’s varying needs and demands. • Liaise with other departments and Operations on quick and efficient resolution of customer issues and queries.

คุณสมบัติ

คุณสมบัติด้านความรู้และความสามารถ

• Qualification • Bachelor’s Degree in any related fields • 2 years’ experience in a Customer Contact Centre or Telesales environment in a service industry (preferable) • Experience working in teams • Typing skills (at least 30 wpm preferable) • Telephone skills (excellent) • Conflict resolution skills (excellent) • Technical Skills (Telephone systems, Order/Shipment Track & Trace Systems and Order Booking systems preferable) • Negotiation and interpersonal skills (excellent) • Communication skills - spoken and written (excellent) • Available to work in shifts

สวัสดิการ

• ประกันสังคม
• ทำงานสัปดาห์ละ 5 วัน
• เงินโบนัสตามผลงาน
• ประกันชีวิต
• ประกันสุขภาพ
• ค่าทำงานล่วงเวลา
• สิทธิการเบิกค่าทันตกรรม

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