Customer Care Support Manager

Hong Kong SAR DHL Express req77542 10/05/2019

Working Location : Kowloon Bay

Reporting to Customer Care Manager, you are responsible to assist in the operations of an effective service recovery system and customer loyalty initiatives to retain and grow all customers -


  • Interact with external customers in a professional manner for effective service recovery and/or pay visits where service recovery actions are deemed essential as an extension of customer care
  • Handle difficult and complicated claims and complaints issues arising from shipment related incidents and liaise with assigned legal counsels
  • Assist to establish proper systems and processes for handling shipment claims, covering registration, processing, resolution, analysis of root causes, reporting, corrective and preventive actions, and follow-up audits to ensure compliance to preventive actions
  • Work with Customer Accounting Department on service recovery or claim cases involving financial settlement


  • Bachelor degree or equivalent
  • 5 years in customer care or a related capacity
  • 3 years solid experience in leading team, experience in air express industry is an advantage
  • Strong analytical skills, problem solving skills and communication skill
  • Customer-oriented and able to deal with all levels
  • Self-motivated, a good team player and able to work under pressure

Facts and Figures

  • Business Unit

    DHL Express Hong Kong

  • Travel Required

    No Business Travel

  • Employment Type

    Permanent Full-Time

  • Work Permit Required


  • Shift Requirement