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11 August 2020
Job ID: BK-237971
Customer Service Advisor Tracing (1 Year contract)

Overall Role Purpose:

  • Provide quality and professional track and trace services to all parties, particularly customers and the DHL network, aimed at resolving service problems to achieve and exceed defined performance standards for traces and customer service.

Job Responsibilities:

  • Assist the Tracing Supervisor to carry out relevant CS staff orientation programs and on the job training for CSA recruits
  • Provide full tracing services for customers by investigating shipment incidents involving undelivered, returned, misrouted, delayed, lost damaged shipment 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 DHL policies
  • Respond to customer queries regarding information on prices, customs requirement etc.
  • Liaise with other departments and Operations to address issues on service recovery
  • Confidently and knowledgably handle customer complaints whilst maintaining composure and take all possible actions to resolve issues (without over-committing) to the customer full satisfaction
  • Handle any overflow of calls from the Frontline where necessary


  • Bachelor’s Degree with 1-2 years experience in a Customer Care or Customer Contact Center in a service industry (preferable)
  • Good problem solving and analytical thinking
  • Good command in written and spoken English (Minimum TOEIC 600)
  • English typical skills (at least 30 wpm preferable)
  • Good telephone skills
  • Good conflict resolution skills
  • Technical Skills (Telephone system, Order/Shipment Track & Trace Systems and Order Booking Systems preferable)
  • Good negotiation and interpersonal skills


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Job Details:

DHL Express International (Thailand) Ltd.
Join the Winning Team of DHL Thailand, you will get; More Team Player---------- Cross Functional Good Environment----------New Office More Career Growth----------Local & Regional Good Benefit----------Pay for performance DHL – The Logistics company for the world DHL is the global market leader in the logistics industry and “The Logistics company for the world”. DHL commits its expertise in international express, air and ocean freight, road and rail transportation, contract logistics and international mail services to its customers. A global network composed of more than 220 countries and territories and about 285,000 employees worldwide offers customers superior service quality and local knowledge to satisfy their supply chain requirements. DHL accepts its social responsibility by supporting environmental protection, disaster management and education. DHL is part of Deutsche Post DHL. The Group generated revenue of more than 55 billion euros in 2013.

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