Overall Role Purpose:
Support Senior Manager, Key Account in leading and managing a team of Key Account Advisors to ensure that DHL delivers best-in-class service in line with market-leading standards. You will lead and drive customer excellence by providing superior standards in “frontline” customer service interaction and tracing related areas, and escalated customers complaints management activities.
- Support Key Account Advisors in claims and complaints handling, evaluate customers’ complaints and ensure that they are dealt with expeditiously and satisfactorily.
- Work with Senior Manager, Key Account to communicate and implement the approved procedures for handling and resolving customer issues in accordance with DHL policies and country-specific requirements, and thereafter ensure compliance by staff.
- Assist Senior Manager, Key Account to continuously review workload allocation to ensure optimal resource utilisation, enhanced productivity and the most cost-effective and efficient service levels for current and future customer needs.
- 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.
- Promptly alert IT on problems arising from CS applications to ensure minimum disruptions to the CS track and trace operations.
- Liaise closely with Ground Operations and Gateway staff to resolve shipment related problems encountered by customers.
- Jointly develop and coordinate training sessions with trainers and conduct training sessions as assigned by the Senior Manager, Key Account.
- Lead, motivate and supervise staff to ensure all duties are carried out efficiently
- Conduct joint visits with sales to handle escalated issues and standardized operation requests of key customers
- Prepare trend analysis, identify repeated customer cases and root causes, and propose process improvements
- Provide feedback and suggestions on how system can be enhanced to carry out transactions more effectively
- Identify and promote areas with potential for revenue generation to cross-sell, upsell services including value-added services (e.g. SI, TDX, Extended Liability and the use of eCom tools)
- Supervise and ensure staff discipline.
- Conduct staff performance appraisal.
Job Requirements:
- Minimum 3 years of experience in customer service, preferably with experience in complaint and claims handling in a service environment and2 years of supervisory experience will be an added advantage
- A levels or Diploma in Business (preferable) or equivalent
- Excellent communication and written skills