Posted on 2022-05-13

Executive, ESS Helpdesk (6-month contract)


Working Location: Ngau Tau Kok
Reporting to the Electronic Shipping Solutions Support Lead, you will be responsible for all aspects of customer call in relation to the use of DHL’s Electronic Shipping Solutions (ESS) tools.
  • To handle customers’ inquiries and requests via telephone and other channels in a tactful and timely manner
  • To help customers through initial ESS application registration and user trainings
  • To assist customers in addressing and trouble shooting all queries and concerns in using DHL’s ESS tools, onsite visit may be required.
  • To assist the ESS Support Lead to achieve the key ESS KPIs such as the Grade Of Service (GOS) target annually.
  • To work closely with departments such as Sales, Customer Service and Operations for promoting new versions/features of ESS tools, and to upsell value added services to customers for gaining more business.
  • Diploma or above in Computer Science/Information Technology or related disciplines
  • Minimum 2 years work experience in IT Customer Support, Customer Hotline Support or Sales
  • Initiative, analytical, result and customer oriented
  • Strong hands-on computer skills especially in MS Windows O/S, MS Word, Excel, PowerPoint and web base tools
  • Basic knowledge in networking & database management
  • Good communication, interpersonal, presentation and negotiation skills
  • Selling, Reporting or Project Management skills a plus
  • Good command of both spoken and written in English & Chinese, proficiency in Mandarin is an advantage
  • The job holder will be employed under a recruitment agency
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