Customer Care Supervisor

DHL Express; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading logistics company in Kuala Lumpur is seeking a Customer Care Leader to supervise Customer Care Advisors and enhance service recovery processes. You will be responsible for ensuring customer satisfaction through effective leadership, professional interactions, and collaboration with various stakeholders. The ideal candidate holds a Bachelor's degree and has 3-4 years of relevant experience. This role offers a dynamic environment with strong career support and a multifarious benefits program.

Benefits

Strong career support

Great culture and colleagues

Multifarious benefit program

Qualifications

• Exceptional degree of creativity, resourcefulness, and empathy.
• Strong networking and relationship skills across organizational levels.
• 3-4 years of experience in a related role.

Responsibilities

• Lead and supervise Customer Care Advisors to meet performance standards.
• Interact professionally with customers and manage service recovery.
• Collaborate with stakeholders to ensure customer satisfaction.
• Identify and implement process improvements for service recovery.
• Optimize workforce utilization by balancing staff schedules.
• Work with IT to leverage technology for process automation.

Skills

Customer service recovery

Relationship building

Process improvement

Team leadership

Technical collaboration

Education

Bachelor's Degree

Job description

Description – External

YOUR TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMER

Would you like to become part of the world’s most international company?

A company that pioneered cross-border express delivery in 1969 and is 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 TASK

• Lead, motivate and supervise Customer Care Advisors (Tracing, Service Desk) & CCU to ensure that all customer's requests (Trace/ Remote Booking/ Complaint/ Claim) are attended to in accordance with stipulated global and regional performance standards, targets and processes
• Interact with 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
• To manage service recovery incidences to ensure customer satisfaction is uncompromised, by collaborating and coordinating with relevant stakeholders.
• To be aware and understand the root cause of cases handled by their team and proactively identify process improvement where relevant.
• To ensure all escalation is resolved timely and ensure proactive action is taken to enhance customer experience.
• Continuously review and improve existing service recovery processes to ensure relevance to the dynamic business environment with a view towards establishing and maintaining a competitive advantage
• Communicate and implement approved global CS procedure for handling and resolving customer's requests (Trace/ Remote Booking/ Complaint/ Claim) accordance with DHL policies and country specific requirements and thereafter ensure compliance via Quality Monitoring
• Optimize workforce utilization and efficiency by reviewing staff schedules and conducting workload balancing to achieve KPIs and meet customers' expectations
• Work closely with the Information Technology team to leverage technology to automate trace processes as well as formulate backup plans in times of system outages

YOUR PROFILE

• Exhibits an exceptional degree of ingenuity, ,creativity, resourcefulness and empathy.
• Well- developed relationship skill and ability to network with multiple levels of an organization and other business units.
• Typically requires Bachelor of Degree in related discipline and or 3- 4 years of working experience.

OUR OFFER

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

Do you see a personal challenge in these versatile and responsible tasks? Then apply now!

We look forward to receiving your application!