CALL CENTRE AGENT AUSTRALIA MARKET 1 YEAR CONTRACT - Part-Time

• We are a “Great Place to Work”
• Shuttle bus services from designated pick up point
• Location: 1 Greenwich Drive, Singapore 533865 (Shuttle bus provided from Serangoon MRT at stipulated timing)

You will be the single point of contact for users of the Integrated Logistics solutions offered to DHL advantaged customers. You will handle and manage customers’ orders and requests with professionalism as well as interact and coordinate with staff within the DHL network and vendors for order fulfillment. You will also provide enhanced services to meet or exceed customers’ needs, recognize their problems, and resolve them satisfactorily. In addition, you will be responsible for service performance and management reporting (daily order/GIDR/tracking & monitoring). Training will be provided for selected candidates.

Detailed Job Description:

• To ensure that customer orders are fulfilled or completed as customer requirement.
• To monitor the assignment and dispatch of parts from the appropriate stock center according to the specifications in the manual.
• To understand the customer (both internal and external); anticipating customer needs; giving high priority to customer satisfaction
• To monitor and record the required performance data to ensure the availability of the monthly reporting to CCS Manager.
• To maintain and communicate the service standards of the CCS to relevant DHL colleagues and partners to ensure that the CCS continues to meet its role as the central coordination point for the DHL program.
• To alert superior of recurring service failures so at corrective actions may be taken to avoid future problems.
• To avoid escalation of complaints into claims by working with the customer in a manner ensuring continuity of a positive business relationship with DHL.
• To advise customers of other DHL services where appropriate and inform them of any irregularities i.e. e., wrong/invalid address & contact details, incomplete booking documents(awb/invoice), in order to pre empt future problems.

Job requirement

• Must be fluent in English to handle customers from Australia market.
• Possess excellent interpersonal, communication skills and customer service skills.
• Proficient in MS Office, Warehouse Management Systems/SAP.
• Decisive, able to multi-task and committed to service excellence.
• Possess initiative to respond to customers' needs with a commitment towards service excellence.
• Able to work in a fast paced environment and able to work independently during shifts and/or on weekends/public holidays.
• Strong team player that can work along with others to ensure smooth operation to achieve daily KPI.

Rostering:

24/7 shift including public holidays, with below schedule. Do note that shift timings and WFH arrangements may be subjected to changes. Will rotate between 5 days work week and 12-hour shift every 2-3 months.

Monday to Friday (5-day work week)

6am-3.30pm (WFH) / 8.30am-6.15pm (WFO) / 12pm-10pm (WFH)

12-hours shift including weekends (4-3-3-4 day work week)

8.30am-8.30pm (WFO) / 8.30pm-8.30am (WFH)