About us

At DHL, people mean the world to us. That’s why our goal has always been to attract and retain the best talent over the world. We provide challenge and opportunity for personal and professional development. We recognize the difference you bring to our business, and together we share the pride of building THE logistics company for the world.

Under the DHL Supply Chain umbrella, one of the business units of DHL, we provide customized logistics and industry solutions in the areas of supply chain management, warehousing, distribution, value added services, and lead logistics provider services for our customers – helping them deliver better results everyday.

Responsibilities\nConduct monthly auditing on team’s calls in accordance to guidelines and SLA\nCoordinate with BU/stakeholders to handle and resolve cases, requests or enquiries\nEscalate the issues, needs and insights to Management when necessary\nEnsure prompt printing and mailing of collaterals/sending daily SMS in accordance to SOP\nConduct case management monitoring in CRM system, call recording retrieval, investigation and coaching when necessary\nConduct systems, hardware, hotlines and recording testing\nConduct monthly staff performance coaching and mentoring\nManage staffing and leave matters\nEnsure service outcome and KPIs are met\nProvide shifts updates on service level, draw insights by periodically reviewing past calls\nRequirements\nDiploma in any discipline\nAt least two years of supervisory experience in a customer service/contact centre environment\nComputer literate with good supervisory, communication, interpersonal and management skills\nComfortable communicating in other languages may be required as the incumbent will need to front escalation/cases predominantly from members of the public\nProficient in MS Word, MS Excel, and MS PowerPoint\nGood verbal and written presentation skills\nSelf-motivated and ability to work independently\n\n

 

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At DHL Supply Chain we take pride in our commitment to fostering a workplace that celebrates diversity and promotes inclusion for all. We believe that the diverse backgrounds, perspectives, and experiences of our employees are integral to our success. Our inclusive culture is built on the principles of equality, respect, and belonging, where every team member is valued and empowered.
We actively encourage individuals from all walks of life, regardless of age, race, gender, sexual orientation, religion, nationality, disability, or any other characteristic, to apply for positions with us. We are dedicated to providing equal opportunities, removing barriers, and creating an environment where everyone feels they truly belong.