Job ref no.: CT3129681-01#0090
DHL Express (Hong Kong) Limited

Customer Service Trainer

DHL Express (Hong Kong) Limited

Reporting to Customer Service Development Manager, you will support in planning, designing, deploying and managing training and development programs in Customer Service Division. You will also be required to drive continuous enhancement of staff’s capability in meeting and providing consistent quality services, as well as identifying and exceeding customer needs and expectations. You will have to lead projects to improve customer satisfaction so as to increase more business opportunities.

Responsibilities:

  • Take lead to plan, design, deploy and manage various training and development programs in Customer Service
  • Act as key trainer in Customer Service, support team managers and supervisors to conduct post-training evaluation and coaching to gauge training effectiveness
  • Participate in quality assurance programs like internal MSP, COE self-assessment, call QA, trace QA, claim and complaint QA, call calibration, and NPA etc.
  • Coordinate Customer Service training programs and other CS-related training in line with the CS recruitment schedule
  • Update and maintain training record database
  • Prepare and update training materials to cope with the development needs

Requirements:

  • University Degree / Diploma in Training and Development or related disciplines
  • 4 years’ experience in a related capacity, preferably with hands-on experience in planning, designing, deploying and managing training and development activities
  • Experience in air express industry and/or customer service is preferable
  • Excellent facilitation and training skills, passionate in training and people development
  • Strong communication and interpersonal skills
  • Good planning, organizing and analytical skills
  • Good command of spoken and written English & Chinese and Mandarin
  • Proficient in MS Office applications (Word, Excel, PowerPoint etc.)
  • Mature, self-motivated and result oriented 

Application:

Click Apply Now or apply on line via the following link:

https://dhlexpress.taleo.net/careersection/ex/jobdetail.ftl?job=2100608&iniurl.src=CWS-10001&tz=GMT%2B08%3A00&tzname=Asia%2FShanghai

Please also indicating your current and expected salary, and availability. For more job opportunities, please visit our website at https://www.dpdhl.jobs/

DHL Express (Hong Kong) Limited (“DHL") is committed to protecting and respecting your privacy in accordance with the Personal Data (Privacy) Ordinance of Hong Kong (the “Ordinance") and DHL’s Personal Data Protection Policy (the “Policy") at https://www.logistics.dhl/hk-en/home/footer/local-privacy-notice.html.

By proceeding to respond to this recruitment advertisement you consent that we may use, retain, process, transfer or otherwise handle the personal data that we collect from you for recruitment purposes (including any other purposes directly related thereto) in accordance with the Policy.

All personal data of unsuccessful applicants will be retained for future recruitment purposes for a period of not more than two (2) years, after which such data will be destroyed.

You have the right at any time to make a data access or correction request concerning your personal data held by us. In addition, you may request us to delete your personal data that is no longer required for the relevant purposes which you have given consent. Should you wish to exercise such rights or have any question in relation to your personal data or the Policy, please contact our Human Resources Division in writing at jobs@dhl .com 

More job information
Job ref no. CT3129681-01#0090
Salary
Job Function
Industry
Location
  • Ngau Tau Kok
Employment Term
  • Permanent
  • Full-time
Experience
  • 4 years - 9 years
Career Level
  • Middle management level
Education
  • Degree
Benefits
  • 13-month pay
  • Dental plan
  • Discretionary bonus
  • Education subsidies
  • Insurance plan
  • Medical plan
  • … + 1 more