Global Customer Care Supervisor - Lead Service Excellence

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

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.