Customer Service Agent

Position Overview**
DHL 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 market 
Key Responsibilities
Customer Support

• 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.

Global Communication

• 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

Documentation & CRM Management

• Accurately document all customer interactions in the CRM system
• Update customer profiles 
• Maintain detailed case notes and resolution tracking

Shipment Tracking Support

• Assist customers with shipment-related inquiries and disputes
• Verify shipment details and provide status updates
• Ensure compliance with the European General Data Protection

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Must-Have Skills & Qualifications**
Education

• Minimum Preferred: Bachelor's degree 

Technical Skills

• 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