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Customer Service Agent Email Support Front Office
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Position Overview
DHL Group the logistics provider of the world with over 580,000 employees in more than 220 countries and territories. We are an organization that is not just moving goods around, we have a very clear purpose, and we are: Connecting People. Improving Lives. We provide challenges and opportunities for personal and professional development, we recognize the difference you bring to our business and together we share the pride of building one of the largest world leaders in logistics and supply chain.
We are seeking a dedicated Customer Service Agent to provide exceptional email support to our global customer base. This role involves handling customer inquiries, resolving shipment -related issues, and maintaining accurate documentation in our CRM system while utilizing translation tools to serve customers in the German speaking market
Key Responsibilities
Customer Support
- Respond to customer inquiries via email in a timely and professional manner.
- Resolve customer issues related to shipments
- Escalate complex issues to appropriate departments when necessary.
- Maintain high customer satisfaction scores and response time metrics.
Global Communication
- Utilize translation tools to communicate effectively with customers
- Ensure accurate translation and cultural sensitivity in all communications
- Handle customer correspondence with appropriate tone and context
Documentation & CRM Management
- Accurately document all customer interactions in the CRM system
- Update customer profiles
- Maintain detailed case notes and resolution tracking
Shipment Tracking Support
- Assist customers with shipment-related inquiries and disputes
- Verify shipment details and provide status updates
- Ensure compliance with the European General Data Protection
Must-Have Skills & Qualifications
Education
- Minimum Preferred: Bachelor's degree
- Proficiency with CRM software (Salesforce, HubSpot, or similar platforms)
- Experience with translation tools (Google Translate, DeepL, or professional translation software)
- Strong computer skills including Microsoft Office Suite or Google Workspace
- Email management systems and ticketing platforms
Core Competencies
- Written Communication: Excellent written English with proper grammar and professional tone
- Problem-Solving: Ability to analyze customer issues and provide effective solutions
- Attention to Detail: Accuracy in documentation and data entry
- Time Management: Ability to prioritize and manage multiple customer cases simultaneously
- Customer Focus: Strong commitment to customer satisfaction and service excellence
Experience Requirements
- Minimum: 3 to 4 years of customer service experience (email support preferred)
- Experience in a fast-paced, high-volume support environment,
- Experience working with international customers is a plus
- Previous CRM system usage and data management experience
Good-to-Have Skills
Language Skills
- Bilingual or multilingual capabilities (German other major languages)
- Experience with professional translation or interpretation
- Understanding of cultural nuances in international business communication
Technical Proficiencies
- Experience with chat support platforms and omnichannel support tools
Specialized Knowledge
- Understanding of logistics and postal services
- Experience with dispute resolution and chargeback processes
- Familiarity with GDPR and international data privacy regulations
Professional Skills
- Process Improvement: Experience identifying and implementing service improvements
- Training & Mentoring: Ability to train new team members
- Analytics: Ability to interpret customer service metrics and KPIs
Working Conditions
- Schedule: Standard Indian business hours.
- Work Options: Onsite only.
- Global Coverage: May require occasional work outside standard hours.
- Performance Metrics: Success measured by response time, resolution rate, and customer satisfaction scores.
Benefits
- Annual Leave: 42 days off apart from Public / National Holidays.
- Medical Insurance: Self + Spouse + 2 children. An option to opt for Voluntary Parental Insurance (Parents / Parent -in-laws) at a nominal premium covering pre existing disease.
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