Key Account Support Supervisor

4 months ago


Kuala Lumpur, Malaysia DHL Full time

**YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE 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**- Support in claims and complaints handling.-
- Join visits with customers to handle escalated issues and customised requests.-
- Liaise if Key Account Support Executives can’t resolve queries and issues.-
- Collaborate to get information when Key Account Support Manager needs data for trend analysis, etc.-
- Jointly develop and coordinate training sessions with Training Department and whenever necessary, conduct training sessions as well.-
- Lead, motivate and supervise staff to ensure all duties are carried out efficiently.-
- Encourage to achieve higher performance.-
- Priorities and delegate work tasks.-
- Prepare trend analysis and identify repeated customer cases and root causes.-
- Propose process improvements.-
- Lead and drive customer satisfaction by providing best in class standards with a view towards establishing and maintaining a competitive advantage.-
- Channel customer’s feedback to management or relevant departments for service improvement.-
- 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
- 3- 4 years experience in Customer Service in service-related industry, handling and resolving customers’ issues and complaints.
- 2 years in Supervisory role

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


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