Executive, Ess Helpdesk

2 weeks ago

Kuala Lumpur, Malaysia DHL Full time

**YOU 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 and it 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

**YOUR TASKS**

**ESS Management Team & CS users**
- Address and resolve queries and requests from Intranet users in CS
- Maintain and record ESS hardware inventory movements to ensure inventory records are up-to-date and accurate promotions on ESS tools
- Work closely with the ESS team to coordinate the acquisition of ESS sales kits and marketing material and their supply to customers
- Support the ESS team in selling the benefits of ESS tools to customers during ESS Marketing and Promotion campaigns to increase take-up rate and usage to facilitate the achievement of ESS deployment and upload targets
- Work with and support the ESS manager to implement the identified and approved CS intranet and internet strategies to support daily CS activities
- Work with the Country ESS team to coordinate customer participation in beta testing of new releases of ESS tools

**DHL Customers**
- Initiate outbound calls and take inbound calls from customers during promotion of ESS tools to recommend DHL’s ESS tools appropriate to their trading profile and encourage its usage.

**IS Department**:

- Liaise with IS Dept on IS-related issues (eg. server issues) impacting the normal functioning of ESS tools

**Vendors**
- Coordinate with hardware and support vendors for supplies and maintenance services
- Ensure identified ESS project benefits are measured and tracked for reporting and BDPs recorded for regional sharing

**Service Enhancements Projects**
- Ensure adherence to ESS policies and procedures in the execution of all ESS-related work, particularly in timelines for deployment of ESS tools to customers and resolution of customer issues with ESS tools
- Identify areas to enhance customer satisfaction and positively differentiate DHL from its competitors
- Drive country ESS projects in alignment with agreed Regional ESS objectives, targets and deployment timelines.
- Research and commend on design and layout and create new intranet pages per the requests of CS section managers
- Where performance is not meeting target, ensure action plans are documented and actioned on per agreed timelines with measurements for follow-up reporting to the ESS manager
**- Participate in testing of and provide feedback on new releases of ESS tools in consultation with the Regional ESS team

**Training Functions**:

- Arrange and conduct training on ESS tools for internal staff

**Marketing and Promotion**
- Support the ESS team in overseeing and managing promotions on ESS tools to identified targeted accounts from the customer database

**Database and Reporting Management**
- Maintain database on users of ESS tools for sharing with the Marketing team
- Compile ESS reports for management, including monitoring and measuring ESS performance against targets and identification of performance gaps for improvement actions
- Monitor and report on ESS tools usage by customers and conduct ad hoc data analysis and reporting
- Maintain and update database on users of each ESS tool for sharing with the Marketing team
- Update and maintain the Country Internet with updated information for users.

**YOUR PROFILE**
- Diploma, preferably in a technology-related field, or a business discipline with strong inclination towards technology or equivalent

**OUR OFFER**
- Strong career support in a internationa environment
- Great culture and colleagues
- Multifarious benefit program

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