DHL eCommerce (Singapore) Pte Ltd – Customer Service Intern

DHL eCommerce, part of the DP DHL Group of Companies, is al eading provider of B2C eCommerce cross-border deliveries. Additionally, DHL eCommerce caters to the needs of its customers across the entire eCommerce value chain by providing service offerings from web shop technologies to marketing, warehousing and fulfillment through to domestic and cross border deliveries, and finally provide customer service support to the online shoppers. DHL eCommerce has the ambition to become a leader in eCommerce logistics in Asia Pacific and worldwide.

The intern’s responsibilities will include:

• Improve contact centre call handling management and workflow
• Improve customer satisfaction by assist customer tracking and tracing inquires by providing accurate and timely updates
• Assist in improving customer retention by handling customer complaints diligently
• Support CS staff in optimizing workload management by tending to customer requests for pickups and supplies
• Liaise with cross functional departments like sales, operations and finance for quick and efficient resolution of customer issues and queries
• Ensure adherence to existing customer service procedures by following department’s process guide
• Work on process improvement initiatives in Customer Service aimed towards improving customer experience
• Induce efficiency in CS process compliance by ensuring assigned projects and tasks get completed timely and with accuracy