Key Account Support Manager

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

OUR TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMRPOVE THE LIFE OF OUR CUSTOMERS.

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

A company that pioneered cross-border express delivery in 1969 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!

We are committed to equal opportunity and reject any forms of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience.

YOUR TASKS

• Operate and effective Tracing and Service Recovery System and customer loyalty program aimed at the retention and growth of DHL Key Account Customers.
• Support and provide best-in-class customer services to DHL Key Account customers.
• To manage, operate and comply to DHL Centre of Excellence Standards for Customer Service by having Best Day Everyday.
• Ensure selective accounts are provided top-quality and best-in-class customer service - customized where required – in a cost effective way whilst enhancing customer loyalty.
• Ensure all pre-determined service standards are consistently met and reviewed to reflect developments in competitive offerings.
• Ensure pro-activity and flexibility, while maintaining responsiveness in servicing customer requirements up to customer satisfaction.
• Benchmark service delivery parameters against leading companies including competitors to ensure services provided by the Key Account team are comparable with best practices while remaining cost effective.
• Support all key account functions in terms of customer complaints, claim handling, problem solving and tailored services to support the business imperative ICCC (Insanely Customer Centric Culture) and strategic plans in alignment with Express focus strategy.
• Obtain customer feedback on our service delivery performance to enhance the customer relationship and explore new business opportunities.
• Identify and promote areas with potential for revenue generation to cross-sell, upsell services including value added services (e.g. SI, TDD, EXT and the use of ESS tools).
• Drive, lead and motivate team members through effective leadership with proven result through the EOS survey.
• Supervisors to also ensure that the Individual Development Plan are completed in a timely manner and in support of making others successful.
• Superiors to also ensure that the Individual Development Plan are completed in a timely manner and in support of making others successful.
• Identify process improvement opportunities to enhance customer experience and increase productivity.
• Managing Exceptions to drive high performance.
• Identify training needs and opportunities to develop a highly skilled CS workforce.
• Plan, organize and direct an efficient and effective team of customer service professionals.
• Develop IKOs / KPIs with team members and monitor individual and team performance.
• Manage the allocation of appropriate resources and commitment of staff to the achievement of Global, Regional and Country objectives and targets.

YOUR PROFILE

• 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.

OUR OFFER

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