上海招聘

1. Oversee the customer service day to day operation:

o Try to mitigate cases from escalation

o Timely response to customer with 6 working hours.

o Proactively inform customers of any service failure and relevant operational service changes timely, and the alternative actions taken.

2. Co-ordinate post sales requirement with individual department based on customer requirement:

o Ensure timely submit and accurate of monthly customer service report.

o Ensure to maintain rate card in system according to sales force’s update quotation, and supply adequate information to financial team to fulfil monthly billing statement.

o Generate monthly reports on their activities in terms of complaints, enquiries and billing issues

3. Handle complaints and claims and ensure prompt and effective resolutions to meet customers’ expectations

o Resolves cases within 48 hours. (refer to service excellence KPI)

o Follow-up response to customer every day, if case is pending, due to wait for answer from other functional teams internally

o Registers all customer complaints

4. Maintain and enhance good relationships with all internal and external customers

Qualifications:

1. Customer-facing and interaction skills

2. Customer contact skills

3. Software skills (Word, Excel, PowerPoint, etc.)

4. Communication skills, spoken and written

5. Negotiation and interpersonal skills

6. Analytical, organizational and motivational skills

7. People Management skills

8. 3+ years of experience in customer services, with experience in complaint and claims handling in a service environment

Deutsche Post DHL is the world’s leading logistics and mail communications company. With about 475,000 employees in over 220 countries and territories, the company is one of the largest employers in the world.
DPDHL has successfully launched into the market of Global E-Commerce Solutions focusing on Logistics but also on Consumer and Marketing Services.
DHL Consumer Dialogue & Delivery is a marketing solutions provider specialized in data-based Dialogue Marketing delivery solutions, B2C parcel delivery and Online-Marketing.