Description
The Backline Agent provides track-and-trace and customer-service support for DHL shipments, investigating undelivered, returned, misrouted, delayed, lost, or damaged shipments. The role handles trace enquiries, global remote booking requests, emails, complaints, claims, service recovery, and customer complaints, while coordinating with operations and other departments. It also supports staff orientation and on-the-job training for CSA recruits. The position requires two years of experience in a customer contact centre or telesales environment, excellent English, typing and telephone skills, and strong conflict-resolution, negotiation, and interpersonal skills.
