Gateway Customer Service Supervisor

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.

Expected Educational Qualifications

University degree

Industries:Management Consulting

Function: Others