Customer Service Agent

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DHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our corporate culture is about personal commitment - to our business, to each other and to our global communities. DHL is dedicated to being a great place to work. In addition to competitive compensation packages, our employees enjoy a range of programs, services and benefits that bring the best to their personal lives.
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DHL Express is currently in need of aCustomer Service Agentat the CVG Hub in Erlanger, Kentucky. This role willprovidequality and professional track and trace services to all parties, particularly customers and the DHL's network, aimed at resolving service problems to achieve and exceed defined performance standards for traces, and Customer Service.
Key Accountabilities:

• Assist the Customer Service Supervisor to carry out relevant CS staff orientation programs and on-the job training for CSA recruits.
• Provide tracing services for Customer Service CR by investigating shipment incidents involving undelivered, returned, misrouted, delayed, lost, damaged shipments etc.
• Handle all trace enquiries in accordance with service standards and processes.
• Deliver best in class Customer Service by fulfilling each customer's unique needs while adhering to DHL policies.
• Liaise with other departments and Operations to address issues on service recovery.
• Adhere to existing Customer Service procedures as outlined in the department or demanding situations.
• Maintains effective performance under pressure. Stays positive.
• Is highly capable of working in a context of autonomy in a responsible manner.

Skills & Qualifications:

• Software skills (Word, Excel, PowerPoint, etc.) (profitable)
• Software skills (DHL Systems) (excellent)
• Typing skills (excellent)
• Telephone skills (excellent)
• Conflict resolution skills (excellent)
• Technical Skills (Telephone and Order Booking systems preferable)
• Communication skills - spoken and written (excellent)
• Interpersonal skills (excellent)
• Problem solving skills (excellent)
• Having a high level of computer skills proficiency
• Being passionate of supporting others to solve customer' needs.
• Interacting assertively with people by making use of your great verbal and written communication skills.
• Listening assertively and provide responsive attention to customer' needs.
• 1 year experience in a Customer Service role (desired)
• Experience working in teams (desired)
• High school diploma or GED equivalent required.

LANGUAGE: Fluent English / additional languages a plus
LOCATION: Erlanger, KY
TRAVEL: Less than 15%
Work Authorization:
DHL Express USA will only employ those who are legally authorized to work in the United States. This is not a position for which visa sponsorship will be provided. Individuals who need sponsorship for work authorization, now or in the future, are not eligible for hire for this role.
DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. The EEO is the Law poster is available here: https://www.eeoc.gov/employers/eeo-law-poster