Customer Service Advisor

Description

Job Summary: The Customer Service Advisor at DHL Express Chile will be responsible for ensuring customer satisfaction and service quality by effectively resolving cases and claims. Key Responsibilities: 1. Efficiently resolve tracking cases, incidents, and claims 2. Monitor requests and keep customers informed 3. Collaborate with different departments to improve processes DHL Express Chile’s Customer Service Department is seeking a Customer Service Advisor. ROLE PURPOSE The Customer Service Advisor will be responsible for ensuring customer satisfaction and service quality by effectively resolving tracking cases, service incidents, complaints, or claims in the shortest possible time, in accordance with DHL’s highest standards and procedures. YOUR RESPONSIBILITIES * A. Effectively and efficiently resolve tracking cases, service incidents, complaints, and claims recorded in DHL systems, maintaining constant communication with customers via telephone, email, * or other means. * B. Monitor and manage the progress of customer requests, keeping requesters informed about the status of inbound shipments, and communicating with customers regarding outbound shipments. * E. Provide support to new customers by introducing MyDHL+ and electronic tracking tools, offering guidance during their first 30 days until their first shipment. * F. Maintain standardized records in IT systems to facilitate consultation and follow-up by other users, ensuring all case-related information is clear and complete. * G. Collaborate with various company departments—including Operations, Commercial, Finance, and Legal—to ensure support in resolving customer cases and continuously improving DHL processes. * H. Adhere to customer service procedures during overflow or contingency situations, supporting alerts reported by Workforce Management or leadership teams to maintain performance indicators within standard levels. * WHAT YOU BRING * Completed Secondary Education * Knowledge of International Trade—Desirable * Intermediate English Level—Mandatory CONNECTING PEOPLE, IMPROVING LIVES