To ensure customer queries from multiple channels are attended promptly in line with set standards with dedicated attention on inbound calls and (e-) mails in call center environment
To provide professional and qualitative customer service in line with set DHL standards
To resolve customer’s queries in accordance with set DHL standards
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Manage customer and internal stakeholder queries, especially Sales and Project Managers, including complex or high-intensity cases, while ensuring customer and stakeholder satisfaction in line with business guidelines and stipulated service level agreements (SLAs).
Collaborate and communicate across functional teams such as Sales, Finance, distribution, and manufacturing to support customer or project requirements while adhering to the standard work and guidelines given.
Investigate and resolve order-related issues and customer disputes, including the processing of credit and debit notes.
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Manage customer and internal stakeholder queries, especially Sales and Project Managers, including complex or high-intensity cases, while ensuring customer and stakeholder satisfaction in line with business guidelines and stipulated service level agreements (SLAs).
Collaborate and communicate across functional teams such as Sales, Finance, distribution, and manufacturing to support customer or project requirements while adhering to the standard work and guidelines given.
Investigate and resolve order-related issues and customer disputes, including the processing of credit and debit notes.
...
Manage customer and internal stakeholder queries, especially Sales and Project Managers, including complex or high-intensity cases, while ensuring customer and stakeholder satisfaction in line with business guidelines and stipulated service level agreements (SLAs).
Collaborate and communicate across functional teams such as Sales, Finance, distribution, and manufacturing to support customer or project requirements while adhering to the standard work and guidelines given.
Investigate and resolve order-related issues and customer disputes, including the processing of credit and debit notes.
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Attend to customers and assist CRMs in various wealth product transactions and account opening as needed or resolve problems highlighted by them immediately and accurately
Assist CRMs to attend to the referrals/ leads triggers when CRM is not around, i.e. training, out for appointment, on leave and etc
Produce all correspondences, i.e. letter, inquiries within specified turnaround time.
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Develop and implement go-to-market, sales, and customer strategies for assigned accounts to achieve sales objectives, and manage sales projections including sell-in and sell-out, stock forecasts, and stock holdings to ensure business targets are consistently met
Evaluate market trends and business outputs to support strategic growth and profitability, and provide market insights along with category and product trend analyses with actionable recommendations for assigned customers
Build and strengthen trusted relationships with customers, positioning DKSH as the preferred business partner, and lead business discussions and negotiations including trading terms, trade conditions, and Distributor Allowance (DA) rates to facilitate effective and sustainable sales agreements
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Serve as the primary customer contact point, developing and maintaining strong relationships with customers and business vendors to deliver a positive and consistent customer experience
Support the sales team in managing and coordinating sales activities, including lead generation, customer follow-up, and sales reporting, to ensure pipeline visibility and timely execution
Ensure all sales-related documentation, including contracts and proposals, is accurate, complete, and maintained up to date at all times
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Define the "Bloomthis Way" (The Playbook): Create and own the Service Culture Playbook. You will design the scripts, the tone of voice, and the "unboxing" of our service experience to ensure it feels premium, empathetic, and effortless.
Coach & Elevate (Training): You are a teacher at heart. You will personally train the team on soft skills, high-level communication, and the "art of the save," ensuring every team member sounds like a brand ambassador, not a call center agent.
Luxury Service Recovery: Manage high-stakes escalations with the poise of a 5-star hotel manager. You’ll have the autonomy to make "make-it-right" decisions that protect our brand reputation.
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You should have availability to work a schedule based on business needs that may include nights, weekends and public holidays in the retail store, and reliably attend work as scheduled, in line with local laws and subject to any approved accommodations.
You should also be proficient in the local language, both written and spoken.
You should have availability to work a schedule based on business needs that may include nights, weekends, and public holidays in the retail store, and reliably attend work as scheduled, in line with local laws and subject to any approved accommodations.
You should also be proficient in the local language, both written and spoken.