Customer Service Agent Email Support Front Office

Position OverviewDHL Group the logistics provider of the world with over 580,000 employees in more than 220 countries and territories. We are an organization that is not just moving goods around, we have a very clear purpose, and we are: Connecting People. Improving Lives. We provide challenges and opportunities for personal and professional development, we recognize the difference you bring to our business and together we share the pride of building one of the largest world leaders in logistics and supply chain.We are seeking a dedicated Customer Service Agent to provide exceptional email support to our global customer base. This role involves handling customer inquiries, resolving shipment -related issues, and maintaining accurate documentation in our CRM system while utilizing translation tools to serve customers in the German speaking marketKey ResponsibilitiesCustomer SupportRespond to customer inquiries via email in a timely and professional manner.Resolve customer issues related to shipmentsEscalate complex issues to appropriate departments when necessary.Maintain high customer satisfaction scores and response time metrics.Global CommunicationUtilize translation tools to communicate effectively with customers Ensure accurate translation and cultural sensitivity in all communicationsHandle customer correspondence with appropriate tone and contextDocumentation & CRM ManagementAccurately document all customer interactions in the CRM systemUpdate customer profiles Maintain detailed case notes and resolution trackingShipment Tracking SupportAssist customers with shipment-related inquiries and disputesVerify shipment details and provide status updatesEnsure compliance with the European General Data ProtectionMust-Have Skills & QualificationsEducationMinimum Preferred: Bachelor's degree Technical SkillsProficiency 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 WorkspaceEmail management systems and ticketing platformsCore CompetenciesWritten Communication: Excellent written English with proper grammar and professional toneProblem-Solving: Ability to analyze customer issues and provide effective solutionsAttention to Detail: Accuracy in documentation and data entryTime Management: Ability to prioritize and manage multiple customer cases simultaneouslyCustomer Focus: Strong commitment to customer satisfaction and service excellenceExperience RequirementsMinimum: 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 plusPrevious CRM system usage and data management experienceGood-to-Have SkillsLanguage SkillsBilingual or multilingual capabilities (German other major languages)Experience with professional translation or interpretationUnderstanding of cultural nuances in international business communicationTechnical ProficienciesExperience with chat support platforms and omnichannel support toolsSpecialized KnowledgeUnderstanding of logistics and postal services Experience with dispute resolution and chargeback processesFamiliarity with GDPR and international data privacy regulationsProfessional SkillsProcess Improvement: Experience identifying and implementing service improvementsTraining & Mentoring: Ability to train new team membersAnalytics: Ability to interpret customer service metrics and KPIsWorking ConditionsSchedule: Standard Indian business hours.Work Options: Onsite only. Global Coverage: May require occasional work outside standard hours.Performance Metrics: Success measured by response time, resolution rate, and customer satisfaction scores.BenefitsAnnual Leave: 42 days off apart from Public / National Holidays.Medical Insurance: Self + Spouse + 2 children. An option to opt for Voluntary Parental Insurance (Parents / Parent -in-laws) at a nominal premium covering pre existing disease.