Role Purpose

As a Tracing Advisor, your primary objective is to provide elite-level tracking and investigation services to our global network and valued customers. You will serve as a dedicated problem-solver, conducting deep-dive investigations into shipment incidents to ensure service recovery and maintain the high-performance standards that define DHL Express.

Key Responsibilities

• Comprehensive Shipment Investigation: Perform end-to-end tracing services for undelivered, misrouted, delayed, lost, or damaged shipments.
• Customer Advocacy: Deliver best-in-class service by fulfilling unique customer needs and providing tailored solutions to complex logistics issues.
• Professional Inquiry Handling: Manage all trace enquiries with precision, adhering strictly to global service standards and organizational processes.
• Information Expert: Respond accurately to customer queries regarding pricing, international customs requirements, and shipment status.
• Service Recovery: Liaise cross-functionally with Operations and other departments to facilitate rapid service recovery and shipment resolution.
• Conflict Resolution: Confidently handle customer complaints, maintaining professional composure while taking decisive action to resolve issues to full satisfaction.
• Operational Support: Support Frontline teams by managing overflow calls and assisting with import requests to ensure seamless service continuity.
• Quality Assurance: Manage and monitor customer satisfaction surveys to gauge service impact and identify areas for improvement.
• Process Compliance: Adhere to all departmental manuals and procedures while exercising necessary flexibility to resolve unique trace cases.
• Continuous Improvement: Proactively highlight procedural or technological areas for enhancement to improve the overall customer experience.

Qualifications, Experience, and Competencies

• University Graduate (Required).
• English Language Proficiency: Excellent spoken and written English skills are mandatory.
• Industry Experience: 0–2 years of experience in a Customer Contact Center or Telesales environment within a service industry.
• Communication Excellence: Demonstrated ability to provide clear, concise, and timely information to both internal and external stakeholders.
• Conflict Resolution: Strong ability to remain calm, objective, and controlled when responding to urgent or demanding situations.
• Technical Proficiency: Skilled in using telephone systems and order booking platforms.
• Analytical Thinking: Capable of breaking down complex problems into component parts to reach accurate conclusions.
• Planning & Organization: Highly structured with the ability to schedule time effectively and use efficient work tools to meet targets.
• Decision Making: Proven ability to make timely choices based on sound judgment, even under conditions of uncertainty.
• Results Orientation: A self-starter who consistently overcomes obstacles to achieve measurable goals aligned with business objectives.
• Collaborative Teamwork: Works cooperatively with colleagues to achieve group targets and actively offers support to the wider team.

Equal Treatment Clause: We are committed to fostering equal opportunity and strictly reject all forms of discrimination. At DHL Group, employee selection is based exclusively on individual qualification, performance, skills, and professional experience.

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