Global Key Account Support Leader

DHL Express; Kuala Lumpur; On-site; MYR 100,000 - 180,000; Full time

Benefits offered by this job

Strong international career

Great culture and colleagues

Multifarious benefit program

Job summary

DHL Express in Kuala Lumpur seeks an experienced Customer Care Leader to drive service excellence for key accounts and oversee a high-performing CS team. You will ensure delivery standards, manage claims and complaints, and align with DHL’s Insanely Customer Centric Culture across regional and country objectives.

The role requires 8 years in customer care and 3 years in management, with airline express experience preferred.

Qualifications

• 8 years in Customer Care or a related capacity.
• 3 years in a management capacity in Customer Care or a related capacity.
• Experience in the Air Express industry (preferable) with Customer Contact Centre Management Skills in Customer Satisfaction and Service Excellence.
• Degree in Business/Marketing (preferable) or equivalent.

Responsibilities

• Operate and optimize Tracing and Service Recovery system for DHL Key Account Customers.
• Provide best-in-class customer services to DHL Key Account customers.
• Manage and ensure compliance with DHL Centre of Excellence Standards for Customer Service.
• Provide top-quality service to selective accounts in a cost-effective way while boosting loyalty.
• Benchmark service delivery and reflect developments in competitive offerings.
• Pro-actively drive customer requirements to satisfaction and explore new business opportunities.
• Support all key account functions in terms of complaints, claims, problem solving and tailored services.
• Identify training needs and opportunities to develop a highly skilled CS workforce and team.
• Plan, organize and direct an efficient team of customer service professionals.
• Develop IKOs / KPIs with team members and monitor performance.

Skills

Customer care

Team leadership

Key account management

Air Express

Customer service

Education

Business degree

Job description

DHL Express in Kuala Lumpur seeks an experienced Customer Care Leader to drive service excellence for key accounts and oversee a high-performing CS team. You will ensure delivery standards, manage claims and complaints, and align with DHL’s Insanely Customer Centric Culture across regional and country objectives.

The role requires 8 years in customer care and 3 years in management, with airline express experience preferred.