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.


  • 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


  • 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 


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