phenom
Customer Service Agent Email Support Front Office
DHL
Chennai, IND
Mid · 4+ years experience
Discovered 2 weeks ago
Free
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- Respond to customer inquiries via email in a timely and professional manner.
- Resolve customer issues related to shipments
- Escalate complex issues to appropriate departments when necessary.
- Maintain high customer satisfaction scores and response time metrics.
- Utilize translation tools to communicate effectively with customers
- Ensure accurate translation and cultural sensitivity in all communications
- Handle customer correspondence with appropriate tone and context
- Accurately document all customer interactions in the CRM system
- Update customer profiles
- Maintain detailed case notes and resolution tracking
- Assist customers with shipment-related inquiries and disputes
- Verify shipment details and provide status updates
- Ensure compliance with the European General Data Protection
- Minimum Preferred: Bachelor's degree
- Proficiency with CRM software (Salesforce, HubSpot, or similar platforms)
- Experience with translation tools (Google Translate, DeepL, or professional translation software)
- Strong computer skills including Microsoft Office Suite or Google Workspace
- Email management systems and ticketing platforms
- Written Communication: Excellent written English with proper grammar and professional tone
- Problem-Solving: Ability to analyze customer issues and provide effective solutions
- Attention to Detail: Accuracy in documentation and data entry
- Time Management: Ability to prioritize and manage multiple customer cases simultaneously
- Customer Focus: Strong commitment to customer satisfaction and service excellence
- Minimum: 3 to 4 years of customer service experience (email support preferred)
- Experience in a fast-paced, high-volume support environment,
- Experience working with international customers is a plus
- Previous CRM system usage and data management experience
- Bilingual or multilingual capabilities (German other major languages)
- Experience with professional translation or interpretation
- Understanding of cultural nuances in international business communication
- Experience with chat support platforms and omnichannel support tools
- Understanding of logistics and postal services
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