Key Account Support Executive

4 months 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 TASK**

**DHL Key Account Customers**
- Provide the full suite of customer service offerings (including bookings, enquiries, supply requests) to Key Account customers in addition to customise contracted services (eg Reporting etc)
- Prepare written correspondence to customers when required to furnish information requested by customers or in dealing with complaint resolution.
- Proactively inform customers on shipment delays and potential service failures. Subsequently coordinate within DHL network on service require within the Network Trace Procedures.
- Make joint visits to key account customers with sales staff as and when necessary to solicit feedback to improve the service provided to the customers.
- Prepares QBR for clients.
- To support GOS contingency for FL CS
- To manage KAD GOS

**Subfunction Managers**
- Work with Gateway, Operations and the DHL Network to achieve promised transit times, service levels and other contracted service requirements for Key Account customers.
- Actively handle customers billing enquiries by liaising with Finance to ensure satisfactory resolution.

**Information Management**
- Complete daily, weekly, monthly and quarterly reports as required by customers, management and/or the sales team per prescribed time frames/intervals & agreement.

**Driving Customer Service Excellence***
- Lead and drive customer satisfaction by providing best in class standards with a view towards establishing and maintaining a competitive advantage.

**Maximising Revenue Generating Opportunities**
- Identify and promote areas with potential for revenue generation to cross-sell, upsell services including value added services (e.g SII, TDD and the use of eCom tools)

**YOUR PROFILE**
- Degree (preferable) or equivalent
- 2 years experience in Customer Service in service-related industry, handling and resolving customers’ issues and complaints.

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


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