CCS Agent (NBD)

About the role

DHL Supply Chain, part of DHL, provides logistics and industry solutions such as supply chain management, warehousing, distribution and value-added services. As a CCS Agent (NBD), you act as the central coordination point for the DHL program, supporting customer orders and service standards.

Key responsibilities

• Ensure customer orders are fulfilled or completed as required.
• Monitor the assignment and dispatch of parts from the appropriate stock centre according to the manual specifications.
• Understand internal and external customers, anticipate their needs and give high priority to customer satisfaction.
• Maintain and communicate CCS service standards to colleagues and partners.
• Alert supervisors to recurring service failures so corrective action can be taken.
• Work with customers to prevent complaints turning into claims and keep relationships positive.
• Advise customers of other DHL services and warn them of issues such as wrong addresses, invalid contact details or incomplete booking documents (AWB/invoice).

Required profile

• Minimum GCE O Levels or Diploma.
• Fluent English and Bahasa, as calls are mainly handled in these languages.
• Excellent interpersonal, communication and customer service skills.
• Able to work independently during shifts and on weekends or public holidays, and to handle multiple tasks in a fast-paced environment.

Required skills

• Proficiency in MS Office.
• Proficiency in warehouse management systems and SAP.