Job 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.
Principal Accountabilities
o Provide full tracing services for customers by investigating shipment incidents involving undelivered, returned, misrouted, delayed, lost damaged shipments etc.
o Handle all Trace enquiries, Global Remote Booking Requests and Emails in accordance with service standards and processes.
o Deliver best in class customer service by fulfilling each customer’s unique needs while adhering to DHL policies
o Liaise with other departments and Operations to address issues on service recovery
o Confidently and knowledgably handle customer Complaints and Claims whilst maintaining composure and take all possible actions to resolve issues (without over-committing) to the customers full satisfaction
o Adhere to existing customer service procedures as outlined in the department manuals while maintaining discretion to exercise flexibility when handling traces
o Highlight areas for improvement, with suggested solutions – to improve DHL’s procedures, technology and service to positively enhance customers’ experience with DHL
o Handle any overflow of calls from the Frontline when necessary to recover underperforming KPIs
o Assist the Tracing Supervisor to carry out relevant CS staff orientation programs and on- the-job training for CSA recruits
Knowledge, Skills and Experience
o Excellent English Knowledge
o Telephone skills (excellent)
o Conflict resolution skills (excellent)
o Negotiation and interpersonal skills (excellent)
o Team spirit and pleasant personality
What We Offer:
All interested employees who meet the required qualifications are invited to submit their applications, to hr.cy@dhl.com no later than 13 September 2026 quoting "Backline Agent" in the subject line.
