Key Account Advisor

OUR 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 is 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!

We are committed to equal opportunity and reject any forms of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience.

YOUR TASKS

• Provide the highest level of value added “pro-active” customer service to nominated major accounts by handling all regular and ad-hoc enquiries. Also work closely with Commercial, Operations and Gateway team to ensure the highest degree of customer service delivery.
• Understand the industry that customer is in, the business the customer is involved and agreement (SLA) between customer and DHL Express to ensure consistent customer service experience.
• Adhere to Centre of Excellence (COE) standards and guidelines in daily operations to ensure highest standard of quality and efficiency.
• Support and embrace Change to make the business more successful and competitive in the market Best in Class.
• Provide the full suite of customer service offerings (including bookings, enquiries, tracking and tracing supply requests etc.) to Key Account customers in addition to customized contracted services (e.g. Daily / Weekly / Monthly Reports at specific time frames / interval etc.)
• Understand the customer SLA and requirement in order to deliver best in class service.
• Proactively alert customers on shipment delays or potential service incidents by performing service recovery.
• 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.
• Proactively work with Gateway, Operations and the DHL Network to achieve promised transit times, service levels and other contracted service requirements for Key Account customers to ensure satisfactory resolution.
• Offer alternatives to customers and seize upselling and cross-selling opportunity of valued added services (e.g. Sales Leads, shipment insurance, TDX, Extended Liability and etc.) during interaction with customer (where appropriate).
• To proactively look at opportunity for improvement in handling process, potential of reducing wastage, unproductive tasks that will have impact on operational efficieny and customer experience.
• Provide the full suite of DHL customer service offerings confidently, knowledgeably and professionally (e.g. booking, enquiries, shipment status, tracking etc.) to all parties contacting DHL via the customer service hotlines and other contact modes (Chat, E-mail).

• 2 years experience in Customer Service in service-related industry, handling and resolving customers’ issues and complaints.
• Excellent spoken and written language skill with a cheerful, confident, professional and courteous tone.
• Excellent interpersonal skills and relates well with a wide range of employees/customers.
• Minimum Diploma or equivalent.
• Preferably Degree Holder (Undergraduate).