Customer Experience, Senior Support, CSI, AP_SG

DHL; Singapore; On-site; SGD 40,000 - 65,000; Full time

Job summary

DHL is seeking a Customer Experience Senior Support for its Asia Pacific Innovation Center in Singapore. This role involves managing event requests and enhancing the customer experience. Candidates should possess strong organizational skills and a Bachelor's degree, with at least 3 years of experience in hospitality. Join a dynamic team focused on providing exceptional service and innovative solutions in logistics.

Qualifications

• Minimum 3 years experience in hospitality or related field.
• Proficient in Microsoft Office, specifically Excel and PowerPoint.
• Fluent in written and spoken English.

Responsibilities

• Coordinate event management and improve customer experience.
• Ensure high-quality service delivery for various events.
• Manage projects from small to large scale events.

Skills

Organizational skills

Attention to detail

Communication skills

Intercultural knowledge

Analytical skills

Education

Bachelor's degree

Tools

Microsoft Office

Power BI

Job description

Customer Experience, Senior Support, CSI, AP_SG

Req#: DPDHGLOBALAV293895ENGLOBALEXTERNAL

DHL Customer Solutions & Innovation (CSI)

At DHL, people mean the world to us. That’s why our goal has always been to attract and retain the best talent the world over. We provide challenges and opportunities for personal and professional development. We recognize the difference you bring to our business, and together we share the pride of building THE logistics company for the world.

DHL’s Customer Solutions & Innovation (CSI), one of the business units of DHL, is a globally dedicated organization which simplifies the DHL customer experience by providing a single customer interface and developing innovative industry-tailored solutions for DHL’s largest global customers. Come discover the unique, international spirit of DHL where your commitment is recognized and rewarded.

The Customer Experience Senior Support role is based at the DHL Asia Pacific Innovation Center (APIC) – a state-of-the-art facility focused on customer engagement, showcasing cutting edge innovations, industry capabilities, and focusing on collaboration with startups and industries on the future of logistics. Our Innovation Center hosts thousands supply chain and industry professionals annually and is part of a global network of DHL Innovation Centers in Germany, Chicago, and the UAE. APIC is located in Singapore.

Key Responsibilities

Representing the Asia Pacific Innovation Center, the Customer Experience Senior Support will be one of the first points of contact, greeting visitors with a warm and professional disposition upon arrival. As a member of our Customer Experience team, you will play an integral role in driving the concept of ”beyond potential” to ensure a high-quality, customer-centric experience for every visitor.

• Ensure timely and effective response to event requests from internal DPDHL teams and visiting delegations

• Oversee booking of events in the event management tool Skedulo, and ensure follow-up with event requestor and align/support if needed

• Coordinate the practical event organization: Incitation, registration, badging, meeting room set-up, catering orders, special services, focusing on high-quality service delivery to internal and external audiences

• Own weekly event meeting by collecting all event information from central booking tool, validate open questions with team

• Ensure timely information of all relevant parties on upcoming events and keep overview for operations team up to date at all times

• Leverage best practices and resources

• Provide continuity in terms of customer experience and quality across all events. Provide value and cost savings while utilizing the best quality and type of production elements

• Track execution and ensure adherence to approved budget

• Manage projects of varying degrees of complexity from small regional events to large global conferences

• Ongoing management of external resources & suppliers

• Develop new event & briefing formats in collaboration with customer engagement team

• Proactively use customer feedback to drive optimization

• Act as the expert on tool application for virtual formats

• Development & regular updates of SOPs

• Lead initiatives with Engagement managers to enhance the Customer Experience

• Facilitate and assist with catering deliveries, food set-up and clean-up; support meeting room refresh during visit and help reset post departure

• Manage administrative service activities, supply replenishment, general office organization and clean-up

• Anticipate our customer’s needs by developing a general understanding of our business divisions and sectors

• Will be occasionally called upon to provide back-up support and coverage during team absence

• Perform other tasks and special projects as required or assigned, including scheduling online meetings, assisting with filming for virtual engagements

Requirements:

• Bachelor’s degree with minimum of 3 year experience in hospitality or related field strongly preferred
• Strong organizational skills with keen attention to detail
• Proficient in Microsoft office, specifically Outlook, Excel and PowerPoint, Power BI, analytical skill, Advanced project management skills
• Excellent written and verbal communication skills
• Professional presence and positive demeanor; ability to interact with all levels of professionals
• Ability to work independently; self-starter and strong sense of teaming
• Receptive to feedback as a means towards professional development
• Flexibility and willingness to assist in other capacities, or perform duties outside one’s scope is imperative
• Intercultural knowledge and understanding
• Fluent in written and spoken English; additional languages a plus.

DHL is an equal opportunity employer.We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other protected characteristics.

About the company

We are an international team of over 400,000 shipping professionals, united by a passion for logistics. And we work in a unique environment. DHL is as innovative as a start-up, with the power of an international organization.

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