ESS Heldesk Executive

Join the World's Most International Company!

Are you ready to embark on an exciting journey with a company that has been at the forefront of cross-border express delivery since 1969? At DHL Express, we operate in over 220 countries and territories, making us the most international company in the world. Our mission is to connect people and improve lives across the globe, and we believe that the more people we connect, the better our planet becomes.

Join the DHL Express Family: Where Diversity Thrives!

At DHL Express, we don’t just talk the talk—we walk the walk! As an equal opportunity employer, we are on a mission to create a vibrant, diverse, and inclusive culture that reflects the world we serve. We believe that every individual brings unique talents and perspectives to the table, and that’s what makes our team truly extraordinary.

No Labels, Just Talent! We celebrate differences, whether it’s race, color, gender, sexual orientation, age, ability, marital status, family responsibilities, religion, political beliefs, or national origin. We’re all about breaking down barriers and building bridges—because diversity fuels innovation and drives success!

Your Task:

• Ensure all aspects of customer service in relation to customers using DHL’s ESS Tools and Promotions of ESS Tools.
• Provide first-line support for DHL Electronic Shipping Solutions (ESS), addressing customer inquiries and technical issues through phone, email, and other support channels.
• Promote and encourage the adoption of ESS tools by educating customers on their features, benefits, and best practices.
• Resolve customer issues promptly and coordinate with internal teams or onsite support when further investigation is required.
• Conduct regular testing and monitoring of ESS applications to ensure system performance and service reliability.
• Maintain accurate records of ESS users, deployments, and support activities while preparing regular and ad hoc reports.
• Support marketing campaigns, user training, and customer onboarding activities to increase ESS usage and customer satisfaction.
• Coordinate with IT and other internal stakeholders to address system issues, service disruptions, and application enhancements.
• Contribute to continuous improvement initiatives by identifying opportunities to enhance processes, customer experience, and ESS service delivery.

What you bring?

• Proficient in Microsoft Office (Word, Excel, PowerPoint).
• Knowledge of DHL systems and ESS tools is an advantage.
• Strong attention to detail and accuracy.
• Good technical and problem-solving skills.
• Excellent verbal and written communication skills.
• Able to work independently and take initiative.
• Strong analytical and organizational skills.
• Customer-focused with a results-driven mindset.