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Job Post Details

Customer Contact Centre Supervisor - job post

DHL
3.6 out of 5 stars
Kuala Lumpur
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Location

Kuala Lumpur

Full job description

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

  • Lead, motivate and supervise a team of CS Service Advisors to ensure that customer interaction via multichannel is attended promptly, consistently and professionally in accordance to global CS process and standards.
  • Contribute and support revenue generation efforts by enhancing CS advisors' knowledge on DHL products and services and developing their selling skills and techniques in order to encourage customer buy-in and sell these services during customer interactions and to encourage CSA to generate quality suspects.
  • Ensure all CS Advisors are equipped in knowledge in promoting our self-serve channels to customer.
  • Review rostering of staff to optimize resource utilization in order to maximize departmental capacity and flexibility to maintain operational effectiveness at all times
  • Handle customer’s escalation from CSAs and assist in problem resolution.
  • Frequent and consistent Communication with CS Advisors to created positive customer interaction e.g. implement the approved global CS program, compliance to SOP)
  • Liaise closely with other functions and Network to assist customer in problem resolution and create positive customer experience.
  • Ensure all CS Advisors are equipped in knowledge in promoting our self-serve channels to customer of quality and efficiency.
  • Drive the Insanely Customer service centric culture through consistent side by side monitoring and effective coaching feedback in increasing the quality performance measured through NPA and Global MSP.
  • Drive and create a highly motivated team and embedded the 4 focus attributes i.e. Can Do, Passion, Right First Time and Speed.
  • Drive, lead and motivate team members through effective leadership with proven result through the EOS survey.
    • Supervisors to also ensure that the Individual Development plan are completed in a timely manner and in support of making others successful.

YOUR PROFILE
  • Exhibits an exceptional degree of ingenuity, creativity, resourcefulness and empathy.
  • At least Diploma or equivalent and above
  • Good Spoken and Written in English and Bahasa Malaysia.

OUR OFFER
  • Strong career support in an international environment
  • Great culture and colleagues
  • Multifarious benefit program
Do you see a personal challenge in these versatile and responsible tasks? Then apply now!

We look forward to receiving your application!
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