Team Leader - Customer Service (AR)

Petaling Jaya, Selangor, Malaysia DHL Express req70821 03/12/2018
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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

  • SAP knowledge

  • Advanced software skills e.g. Microsoft Word, Excel, PowerPoint, etc.

    Job Description

  • 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

  • Working Hours

    8.30am-5.30pm

  • Business Unit

    DHL Asia Pacific Shared Services Sdn Bhd

  • Travel Required

    Below 25%

  • Employment Type

    Permanent Full-Time

  • Work Permit Required

    Yes

  • Shift Requirement

    Day time only

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