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DHL Express, Inc. Customer Contact Centre Manager in Malaysia

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

Manage, plan and strategize the daily contact center operations to achieve “best day every day” by consistently hitting 90% GOS Daily/weekly/monthly

To drive and create a high performance culture through consistently hitting green KPIs for team, self and department through these activities:

Upselling

Team’s productivity

To manage, operate and comply to the DHL Center of Excellence standard

Drive and cultivate the Insanely Customer service centric culture through consistent side by side monitoring and effective coaching feedback in increasing the quality performance.

Will be on standby afterhours and weekend for any operations emergencies

To drive, manage and collaborate with other CS functions (Customer Care, Key Accounts) in achieving consistently in performance and process management

To support and contribute in the CS overall success for all CS KPIs

Regional Office and Subfunction Managers

Support, collaborate and drive any initiatives/campaign for the country

HR Training & Development Manager

Liaise closely with HR to evaluate training, retraining needs of staff and identify training gaps to keep staff abreast of changing needs of DHL customers

To ensure all documentations and dateline are met in a timely manner

Planning Strategies

Review and improve existing customer contact handling processes to ensure relevance to the dynamic business environment with a view towards establishing and maintaining a competitive advantage.

Participate in regional steering workgroups such as project teams and workshops, representing the country office or CS function, as assigned by the CS Senior Director.

Driving Customer Service Excellence

Lead and drive customer satisfaction by providing best in class service to customers in order to gain a more competitive advantage in business

Maximising Revenue Generating Opportunities

Identify and promote areas with potential for revenue generation to cross-sell, upsell services including value added services

Identify enabling technologies and systems that will enhance performance, revenue generating and quality. Work with other sections (e.g. eCom) to enhance customer experience and add-value (e.g. introduce self-service where applicable)

Budget Compliance

Ensure that AOP Budget for revenue generation in the CS Department is met and achieved.

Manage and drive initiatives in the Customer Contact Centre within the approved budget

Technological Advancements

Reduce the cost of doing business by leveraging technology, redefining or eliminating manual and redundant business processes

Drive, lead and motivate team members through effective leadership with proven result through the Employee survey. Supervisors to also ensure that the Individual Development plan are completed in a timely manner and in support of making others successful.

Develop IKOs/KPIs with team members and monitor individual performance.

Conduct performance review and coaching.

Prioritise and manage the allocation of appropriate resources and commitment of staff to the achievement of Global, Regional and Country objectives and targets.

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.

Typicaly requires Bachelor of Degree in related discipline and or 5 years of working experience

3 years experience in a operations management capacity in a similar sized Customer Contact Centre

OUR OFFER

• Strong career support in a international environment

• Great culture and colleagues

• Multifarious benefit program

Do you see a personal challenge in these versatile and reponsible tasks? Then apply now!

We look forward to receiving your application!

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