Role Context
Offer DHL Express product and services to all walk in customers
at the designated service point. Continuous provision of great service quality
to enhance customer experience that will encourage repeat businesses for
profitability and present a successful brand ambassador for the organization at
all times.
Responsibilities
Commercial Department
- Deliver
results through understanding and implementation of the Commercial
priorities
- Identify
and exploit opportunities within existing and new customers in the
promotion of DHL Value Added Services (VAS), E-commerce, and TDI products
to drive profitability
DHL Customers
- Provide
customer oriented quality of service at all times in order to satisfy
Customer’s needs
- Sell
DHL range of products and services through telesales and walk-in customers
in order to stimulate patronage of other services
- Maintain
a high standard of personal and office appearance and ensure the corporate
image is projected positively
- Deliver
best in class customer service by fulfilling each customer’s unique needs
while adhering to DHL policies and standards
- Respond
to customer’s queries regarding information on pricing, Customs
requirements, products and services
Sub function
Departments
- Liaise
with other departments and Operations to address issues on service quality
and Finance to address issues on billing quality
- Responsible
to contact customers as per schedule in place through calls and customer
visits in order to increase sale from the existing or new customers and
drive loyalty
- Accountable
for safe and accurate collection of sales proceeds and ensure proceeds are
remitted same day and cash reconciliation completed on the tool available
and receipts handed over to Receiving Cashier
- Ensure
full shipment data capture (FSDC), accurate coding of all shipments
accepted and correct details entered in the tools and systems available to
facilitate prompt transit and delivery of shipments
- Confidently
and knowledgeably handle customer’s complaints and or objections whilst
maintaining composure and take all possible actions to resolve issues
(without over-committing) to the customer’s full satisfaction and
experience
- Responsible
to contact customers as per schedule in place through calls and customer
visits in order to increase sale from the existing or new customers and
drive loyalty
- Accountable
for safe and accurate collection of sales proceeds and ensure proceeds are
remitted same day and cash reconciliation completed on the tool available
and receipts handed over to Receiving Cashier
- Ensure
full shipment data capture (FSDC), accurate coding of all shipments
accepted and correct details entered in the tools and systems available to
facilitate prompt transit and delivery of shipments
- Confidently
and knowledgeably handle customer’s complaints and or objections whilst
maintaining composure and take all possible actions to resolve issues
(without over-committing) to the customer’s full satisfaction and
experience
Service Improvement
Issue
- Highlight
areas of improvement, with suggested solutions – to improve DHL’s
procedures, technology and service to positively enhance customer’s
experience with DHL Express, Marketing support and continuous business
performances
- Marketing
support and continuous business performances
- Incumbent
has no direct reports and authority over country line and functional
personnel. Nevertheless he/she must be able to report promptly other
services issues of customers to the supervisor and advise on any
down-trader/lapsed customers to reduce attrition rate and maximize
opportunities to competitive business gains
Expected years of
experience(Minimum)
- 3
years’ experience in a Customer Contact Centre or Telesales environment in
a service industry (preferable).
- Experience
within a customer relation environment.
- Experience
in Customs Clearance Service operations.
Qualifications
- University
degree
How to Apply
