Key Account Desk Asia (Fluent in mandarin and english speaking, listening and writing)

Heredia, Provincia de Heredia, Costa Rica DHL Express req83751 17/09/2019

Key Account Desk Asia ***Night Shift***

Would you like to be part of the most international company in the world? Does being a valued member of an organization operating in more than 220 countries worldwide which pioneered cross-border express shipping in 1969 sound great? Do you want to make a real difference as part of a fast paced business that connects people across the globe? Then join DHL Express and become a key member of a dynamic team of more than 90,000 passionate Certified International Specialists spread across the globe.

We are looking for an energetic, highly motivated individual to join our Key Account Desk Team.

DHL has an Insanely Customer Centric approach to Customer Service, and this can only be maintained by providing superior customer service, identifying all areas of opportunity we have as a company and ensuring key players are made aware of what we need to work on.
We are global experts in Export and Import with highly satisfied and loyal customers.  As such, we will accept nothing but the very best to provide operational management and support to the Network Team to ensure efficient and timely resolutions of customer service issues. This role is a great opportunity for someone who is innovative, can adapt and be flexible, wants to continue building global relationships, and who strives to raise the bar.

Overall Role Purpose:

Provide quality 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 formance standards for traces, and customer service.

-Provide full tracing services for customers 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.
-Respond to customer queries regarding information on prices, customs requirements etc.Trace Process
-Confidently and knowledgably handle customer complaints whilst maintaining composure and take all possible actions to resolve issues (without overcommitting) to the customers full satisfaction.
-Handle any Frontline overflowing calls where necessary.
-Adhere to existing customer service procedures as outlined in the department or demanding situations.
-Maintains effective performance under pressure.

Competency segment ‘Business’
Customer Orientation: Is focused on identifying and understanding each customer’s needs. Expresses and acts on desire to assist customers in an efficient and friendly manner.

Planning & Organizing: Sets clear and realistic goals and objectives.
Establishes a course of action and a sequence of steps to ensure that activities and objectives are efficiently achieved. Is structured with good personal organization. A schedule time effectively and uses efficient work methods and tools.

Decision Making: Makes timely and appropriate choices based on accurate analysis and experience. Uses sound judgment even in conditions of uncertainty.
Anticipates impact of decisions and plans how to manage risk.

Constructive Challenge: Acts upon constructive feedback regarding current processes, policies and procedures. Takes ownership to develop alternatives that will enhance the customers’ and employee’s experience, reduce costs, and/or increase revenue. Displays entrepreneurial behaviours.

Competency segment ‘Personal’
Influencing: Persuades others of the value of an approach or idea. Gains commitment and support and gets others to willingly take action.

Communication: Provides both verbal and written information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style, tools and mode to the needs of others. Listens attentively, and summarizes or asks questions, when needed, to clarify information.

Commitment To Excel: Challenges self and others to exceed standards and
achieve extraordinary results, striving for best in class. Is not easily deterred
when obstacles or delays are encountered.

Skills and Qualifications:

 -Mandarin Communication skills - spoken and written (Must)

 -Spanish Communication skills - spoken and written (Must)

-English Communication skills - spoken and written ( Must)

-Software skills (Word, Excel, PowerPoint, etc.) (profitable)

-Software skills (DHL Systems CSV, GEMA, NTPS) (excellent)

-Typing skills (excellent)

-Telephone skills (excellent)

-Conflict resolution skills (excellent)

-Technical Skills (Telephone and Order Booking systems preferable)

- 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

Expected years of experience:1 year experience in a Customer Service role (desired)

Expected Educational: High school diploma.

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.

Facts and Figures

  • Business Unit

    DHL Express US

  • Travel Required

    Below 25%

  • Employment Type

    Permanent Full-Time

  • Work Permit Required


  • Shift Requirement

    Nights/third shifts