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Customer Care Support ManagerDHL EXPRESS (HONG KONG) LIMITED
Customer Care Support ManagerDHL EXPRESS (HONG KONG) LIMITED
Job Highlights
  • Interact with external customers
  • Assist to establish proper systems
  • Bachelor degree or equivalent
Job Description

Working Location: Kowloon Bay

Reporting to Customer Care Manager, you are responsible to assist in the operations of an effective service recovery system and customer loyalty initiatives to retain and grow all customers –


  • Interact with external customers in a professional manner for effective service recovery and/or pay visits where service recovery actions are deemed essential as an extension of customer care
  • Handle difficult and complicated claims and complaints issues arising from shipment related incidents and liaise with assigned legal counsels
  • Assist to establish proper systems and processes for handling shipment claims, covering registration, processing, resolution, analysis of root causes, reporting, corrective and preventive actions, and follow-up audits to ensure compliance to preventive actions
  • Work with Customer Accounting Department on service recovery or claim cases involving financial settlement


  • Bachelor degree or equivalent
  • 5 years in customer care or a related capacity
  • 3 years solid experience in leading team, experience in air express industry is an advantage
  • Strong analytical skills, problem solving skills and communication skill
  • Customer-oriented and able to deal with all levels
  • Self-motivated, a good team player and able to work under pressure


Click "Apply Now" or apply on line via the following link: and also indicating your current and expected salary, and availability. For more job opportunities, please visit our website at

Personal Information Collection Statement pertaining to Recruitment

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

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 [email protected]

Additional Information
Years of Experience
3 years
Employment Type
Full Time, Permanent
Company Website
Company details


DHL is the leading global brand in the logistics industry. Our DHL family of divisions offer an unrivalled portfolio of logistics services ranging from national and international parcel delivery, e-commerce shipping and fulfillment solutions, international express, road, air and ocean transport to industrial supply chain management. With about 350,000 employees in more than 220 countries and territories worldwide, DHL connects people and businesses securely and reliably, enabling global trade flows. With specialized solutions for growth markets and industries including technology, life sciences and healthcare, energy, automotive and retail, a proven commitment to corporate responsibility and an unrivalled presence in developing markets, DHL is decisively positioned as “The logistics company for the world”.

DHL is part of Deutsche Post DHL Group. The Group generated revenues of more than 57 billion euros in 2016.