Team Leader - Customer Service (AR)
Located in Malaysia, DHL Asia Pacific Shared Services supports finance activities for DHL globally. Join our team and apply now if you are fit to be Team Leader - Customer Service (AR) and have an Insanely Customer Centric mindset!
Qualifications and Skills
Degree holder, or equivalent by experience
Minimum of 3 years related working experience
Great telephone handling skills
Fluent communication in English (verbally and written).
Proficiency in Bahasa Malaysia, Cantonese, Mandarin, Japanese or Korean language will be an advantage
Extremely high customer centric mindset
Knowledgeable about DHL products, services and business is an advantage
Great relationship manager and team player
Great analytical skills
Able to work independently
Advanced software skills e.g. Microsoft Word, Excel, PowerPoint, etc.
Provide professional and qualitative customer service in line with DHL Customer Service standards in a call center environment.
Support resolution of most complex billing related queries and involve in customer interactions (including customer visits)
Actively promote self-service functionalities and ensure customer query is addressed structurally to prevent reoccurrence
Manage customer escalation process when it occurs and take charge of resolution
Communicate and keep close relationship with customers and stake holders within the DHL organization
Ensure that given targets are met through process compliance and process improvements
Recruit, build, manage and develop a team of motivated staff members to maximize performance and ensure delivery of the agreed objectives
Efficient leadership, people management and guidance of staff, respecting cultural environment and history
To guarantee effective capacity management for query handling front office and back office capacity
Ensure proper staffing of projects to include the right level of resources based on skills, experience and formal training/education to manage change processes
Facts and Figures
DHL Asia Pacific Shared Services Sdn Bhd
Work Permit Required
Day time only