Retail Sales Support
1 week ago
We are currently seeking a Retail Sales Suppor t to join DHL eCommerce Solutions Malaysia based in Puchong, Malaysia
The Retail Sales Support will be responsible to deliver the full spectrum of DHL eCommerce’s Retail Helpdesk by providing professional, responsive and reliable service to our partners and customers; contacting us through the various interaction channels. Incumbent must possess the mind-set of Customer Centric, Teamwork, Can-do attitude and Passion are key differentiators of our business.
Essential
**Responsibilities**:
Partner & Customer Management
Act as the primary contact between Retail Sales Team & Partners/ customers and liaise with Operation Team on the service delivery to customers.
Assist Partners in resolving operational issues such as system, billing, account sign-up, delivery status, pick-up arrangement and all other operational related tasks.
Assist Partners in resolving service issues, complaints and claims compensation promptly by liaising with respective internal departments closely.
Enhance service experience through delivering professionalism and empathy when dealing with each individual Partners with varying needs and demands. Stakeholder Management
Work hand in hand with the Retail Sales Team to ensure good Partner experience.
Liaise with Operations Team and other functions to achieve prompt and efficient resolution of Partner 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. Process Management
Promptness in highlighting system technical issues to the Backend Team.
Promptness in reporting billing disputes to the Billing Team.
Promptness in arranging for shipment pick up or handling of exceptions.
Provide timely updates to Retail Sales Team and Partners on all operational issues.
Timely management of complaints and claims compensation.
Actively communicating with Retail Sales Team on Partner’s operation hours and update to Backend and Marketing Team accordingly.
Documentation and reporting of all cases received. Desired Skills / Qualifications
Good communication skills (English and local language)
Live Chat skills.
Minimum 2 years of related industry experience. Minimum Educational Qualification
GCE 'O' Levels or equivalent educational certificate
GCE 'A' Levels or Diploma or Higher School Education (preferable
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