Job Purpose Managing three teams (Front-line, Back-line and Key Account) to deliver the full spectrum of DHL eCommerce Customer Service by providing professional, responsive and reliable service to our customers; contacting us through the various interaction channels. To have the mind-set and attitude that Customer Service is a key differentiator of our business. Manage day-to-day activities and to support as well as provide guidance to their peers. Key Accountabilities 1. Customers • Act as the primary escalation contact for customers and liaise with vendors on the service delivery to customers. • To assist customers in resolving service issues, complaints and enquiries promptly. • Enhance service experience through delivering professionalism and empathy when dealing with each individual customer with varying needs and demands. • Drive continuous improvement to provide ease of use for our customers and act on feedback on a timely basis. • Manage all KPIs targets through effective management of the Customer Service function. • Lead and drive customer satisfaction to achieve best-in-class standards and establish CS as a competitive advantage for our business. • Initiate continuous improvement to processes and systems through knowledge of customers' pain points provided through the different feedback channels (e.g. NPA, CSS, service incidents and complaints). 2. Processes • Ensures the CS team provides responsive reply to general customers' email enquiries or via other interaction channels. • Ensure the team delivers timely updates to customers on follow up of shipment tracking status. • Timely management of complaint escalations • Initiate continuous improvement to processes and systems through knowledge of customers' pain points provided through the different feedback channels (e.g. NPA, CSS, service incidents and complaints). • Develop strategies / initiatives to meet country's business goals and targeted customers' segments 3. Stakeholders • Liaise with Operations Team and other functions to achieve prompt and efficient resolution of customer issues and queries. • Actively promote the exchange and adoption of new processes, procedures and work instructions to create more efficient as well as productive work systems. 4. Finance & Projects • Actively promote the exchange and adoption of new processes, procedures and work instructions to create more efficient as well as productive work systems. • Engage in cross-functional collaboration and discussion. • Reduce the cost of doing business by leveraging on technology, redefining or eliminating manual and redundant business processes as well as effective handling claim compensation process in term of cost management." • Active participation in Net Promoter Approach program 5. People Management • Prioritize and delegate work tasks for self, CS Associates / Executives with focus on resolving customers' enquiries/issues. • Make the headcount target/ budget for team/ department regardless of business strategy at each period. • Make the training/coaching plan to continuously develop in technical and soft skills to delivery to internal and external customers in a timely, effective and professional manner • Do, analyze and report quarterly the survey result to Management Board about the NPS, Customer Experience. • Acts as next level of escalation in the absence of a Customer Service Manager.JOB REQUIREMENTS
1. Divisional Experience • At least 3 years of experience in logistic or ecommerce industry. • Having knowledge to build/maintain customer service system/software such as Salesforce, Chatbox, survey functions, tools… • IT skills 2. Education / Qualification / Certification / Requirements • Graduated bachelor/diploma from university/college. Refer to BS degree in Business Administration or Supply Chain or Logistic • Able to work under pressure and think strategically and to lead • Awareness of industry’s latest technology trends and applications • Strong client-facing and communication skills, advanced troubleshooting and multi-tasking skills • Customer service orientation 3. Language: English, level: advance
We have always been revolutionizing, shaping, and simplifying the world of logistics. From inventing the international air express industry to becoming the world’s leading logistics company; we’re thinkers, makers and pioneers that constantly challenge what’s possible. And now we’re tackling the ultimate border: delivering to the moon.
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