Key Account Support Executive

Kuala Lumpur, Kuala Lumpur, Malaysia DHL Express 20005BR 4. September, 2020
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YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMRPOVE THE LIFE OF OUR CUSTOMERS.

Would you like to become part of the world’s most international company?
A company that pioneered cross-border express delivery in 1969 and it now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet.
Do you want to make a difference? Then come to our Insanely Centric Team and become a Certified International Specialist!

YOUR TASKS

DHL Key Account Customers

  • Provide the full suite of customer service offerings (including bookings, enquiries, supply requests) to Key Account customers in addition to customised contracted services (eg Reporting etc)  
  • Prepare written correspondence to customers when required to furnish information requested by customers or in dealing with complaint resolution.
  • Proactively inform customers on shipment delays and potential service failures. Subsequently coordinate within DHL network on service require within the Network Trace Procedures.
  • Make joint visits to key account customers with sales staff as and when necessary to solicit feedback to improve the service provided to the customers.
  • Prepares QBR for clients.
  • To support GOS contingency for FL CS
  • To manage KAD GOS

Subfunction Managers

  • Work with Gateway, Operations and the DHL Network to achieve promised transit times, service levels and other contracted service requirements for Key Account customers.
  • Actively handle customers billing enquiries by liaising with Finance to ensure satisfactory resolution.

Information Management

  • Complete daily, weekly, monthly and quarterly reports as required by customers, management and/or the sales team per prescribed time frames/intervals & agreement.

Driving Customer Service Excellence

  • Lead and drive customer satisfaction by providing best in class standards with a view towards establishing and maintaining a competitive advantage.


Maximising Revenue Generating Opportunities

  • Identify and promote areas with potential for revenue generation to cross-sell, upsell services including value added services (e.g SII, TDD and the use of eCom tools)



YOUR PROFILE

  • Diploma in Business (preferable) or equivalent
  • 2 years experience in Customer Service in service-related industry, handling and resolving customers’ issues and complaints.

OUR OFFER

  • Strong career support in a internationa environment
  • Great culture and colleagues
  • Multifarious benefit program


Do you see a personal chanllenge in these versatile and reponsible tasks? Then apply now!
We look forward to receiving your application!

Facts and Figures

  • Travel Required

    none

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I like working for DHL because it is the worldwide leader in logistics where customers and employees are always in focus.

Current Employee – Project Manager in Bonn