Customer Service Advisor (Frontline)

Customer Service Advisor (Frontline)

DHL Express (Malaysia) Sdn Bhd
Not Specified
Not Specified

Job Description

Live, breath and demonstrate the four focus attributes i.e. Can Do, Passion, Right first time and Speed through:
  • Achieving best day every day by managing self-adherence
  • Efficient at work - through managing self Auxiliary code and ACW code

Living and breathing the Insanely Customer service centric culture through:
  • Provide excellent customer service experience through providing accurate information e.g. accurate transit time and demonstrating the Can Do ATTITUDE by going the extra mile for the customers
  • Provide Value added services such as TDX and insurance in meeting customer s need

  • Work closely with other departments such as Ground Operations, Gateway, Sales, HR to resolve any service Failures to DHL customers in living the ICCC mantra.
  • Timeline given are met particularly submission to HR i.e. quarterly review, mid-year and year-end appraisal

Living and breathing the First Choice Way by:
  • Identifying wastage and rooms for improvement and introduce or recommend process improvement initiative
  • Adhere to the Centre Of Excellence standards
  • Adhere to the standard Quality monitoring tool
  • Support, and adhere to change management in making the business more successful and competitive in the market

  • Typing skills (at least 30 wpm preferable)

  • Telephone skills (excellent)

  • Conflict resolution skills (excellent)

  • Technical Skills (Telephone and Order Booking systems preferable)

  • Communication skills - spoken and written (excellent)

  • Negotiation and interpersonal skills (excellent)

DHL is a German logistics company providing courier, package delivery and express mail service, which is a division of the German logistics firm Deutsche Post. The company group delivers over 1.6 billion parcels per year. DHL Express is market leader for parcel services in Europe and Germany's main Courier and Parcel Service.
The company DHL itself was founded in San Francisco, United States, in 1969 and expanded its service throughout the world by the late 1970s. In 1979, under the name of DHL Air Cargo, the company entered the Hawaiian islands with an inter-island cargo service using two DC-3 and four DC-6 aircraft. Adrian Dalsey and Larry Hillblom personally oversaw the daily operations until its eventual bankruptcy closed the doors in 1983. At its peak, DHL Air Cargo employed just over 100 workers, management and pilots.

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