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Key Account Support Executive

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**

**DHL Key Account Customers***:

- **Provide the full suite of customer service offerings (including bookings, enquiries, supply requests) to Key Account customers in addition to customised 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**
- Exhibits an execptional degree of ingenuity, ,creativity, resourcefulness and empathy.
- Well
- developed relationship skill and ability to network with multiple levels of an organization and other business units.
- Diploma, preferably in a technology-related field, or a business discipline with strong inclination towards technology 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