About this role
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.
✨ We 𝗗𝗲𝗹𝗶𝘃𝗲𝗿 𝘁𝗵𝗲 𝗗𝗶𝗳𝗳𝗲𝗿𝗲𝗻𝗰𝗲 ✨ We 𝗖𝗮𝗿𝗲 ✨ We 𝗚𝗿𝗼𝘄 𝗧𝗼𝗴𝗲𝘁𝗵𝗲𝗿