DHL Express Vietnam

DHL Key Account Customers - Provide the full suite of customer service offerings (including bookings, enquiries, supply requests) to Key Account customers in addition to customised contracted services (eg Reporting etc) - Prepare written correspondence to customers when required to furnish information requested by customers or in dealing with complaint resolution. - Proactively inform customers on shipment delays and potential service failures. - Provide full tracing services for customers by investigating shipment incidents involving undelivered, returned, misrouted, delayed, lost damaged shipments etc. - Make joint visits to key account/GMNC customers with sales staff as and when necessary to solicit feedback to improve the service provided to the customers. - Send Report to customer as request - Other issues that customer or GAM need to support for customer - Arrange to be ready to work overtime when necessary Sub function Managers - Work with Gateway, Operations and the DHL Network to achieve promised transit times, service levels and other contracted service requirements for Key Account customers. - Actively handle customers billing enquiries by liaising with Finance to ensure satisfactory resolution. - Support and back up for manager - Assist the Customer Care Manager to carry out relevant CS staff orientation programs and on- the-job training for CSA recruits - Support CCE, Tracing Agent and tasks related customer service according to assignment. - Handle any overflow of calls from the Frontline where necessary - Report to Manager/RO Information Management - Complete weekly, monthly and quarterly reports as required by customers, management and/or the sales team per prescribed time frames/intervals Driving Customer Service Excellence - Lead and drive customer satisfaction by providing best in class standards with a view towards establishing and maintaining a competitive advantage. Maximizing Revenue Generating Opportunities Identify and promote areas with potential for revenue generation to cross-sell, up-sell services including value added services (eg. SII, TDX)