Hadzia H. Email & Phone Number

Kuala Lumpur, My

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Federal Territory Of Kuala Lumpur, Malaysia

Empowering minds, providing solutions, raising awareness

Malaysia

• This position evaluates as Grade 7• Responsible in handling regular customers and potential prospects in general logistics enquiries, Import and Export, track and trace via phone• Responsible in ensuring Grade of Service min at 98% for passing mark and within targeted KPIs. • KPIs measured by QM – Quality Monitoring in which a number of calls will be evaluated and reviewed monthly. • Manages customers on shipment delays at customs / gateways due to unforeseen circumstances, or due to weather or transport delay. Provide solutions to overcome delays and follow ups on counterpart• Must provide accurate and right information regarding customs’ regulations on export and import • Responsible to provide awareness on prohibited items and dangerous goods policies by DHL Express. • Educates customers on packaging and shipping guidelines via phone calls and emails. • Supporting and educating customers regarding online tools and provide service excellence shipping / delivery made easy. • Provides estimations and convert quotations to bookings by upselling products / services available on certain regions such as Premium Express (Express 10 and Express 12)• Submits Quality Sales Lead monthly (min 10 leads) with consents as part of KPIs and will be rewarded on FTB (First Time Business) if prospects qualified and agreed to start shipping with DHL. • Must be able to recognize shipment urgency on each calls and initiate a trace / network follow ups • Must be able to manage customer’s expectations on shipments and provide first tine resolutions (FTR) • Received skills and knowledge - Foundation to be a Certified International Specialist topics on Introduction to Security Awareness, Shipment Security and Shipment Integrity , Fire Safety Awareness, The World of Logistics – On Customs Clearance, Dangerous Goods Awareness. Soft-skills – Telephone skills excellence, Managing Challenging Situations, Connecting with Customers Through emails

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

 Responsible in delivering excellent customer service and manage the needs of our customers (guests and partners) through our communication channels (phone, email, live chat). Professionally handle high volume of inquiries from clients and customers. Responsible in handling clients with customer first attitude and adhering to company’s policies and operating system  Develops and maintains strong working relationships with Business Partners. Accountable for meeting individual (KPIs) and team goals. Continuously identify work process improvements. Perform office-based administrative duties whenever required and responsible for frequent communication about performance and work status to Team Leaders and (or) Manager. Demonstrate high degree of integrity and confidentiality – Maintain confidentiality of customer information at all times. Take ownership of issues and concerns of customers, including operational issues, pricing / invoice queries etc.

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

 Responsible for greeting and attending daily walk in clients and function as Central point for service and product enquiries, collections, orders, dispute management, funding and managing customers’ feedbacks via all channels. Proactively identifies, reports on and drafts action plans to address potential deficiency and complaints Develops and maintains strong working relationships with Business Partners and direct clients Provide service cost estimates to all Business partners and communicate with direct customers for service approval within KPI Provide support, identify, troubleshoot and provide solutions for all products and new novelties  Expedite and escalate cases under international purchase warranty within urgency and creatively negotiate with customers for amicable solutions.  Prepare fortnightly portfolio review, monthly collection and other required reporting.  Proficient with working tools such as ProConcept, Salesforce, Google Workspace, and Microsoft Office Experienced in Cash Handling and Credit Card settlement on daily collections.

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Customer service representative assigned for Petronas Dagangan Bhd specialized in Retail Division. Handled inbound calls regarding products and services such as (Fuel and LPG Orders, feedback with Payment Cards - Smartpay, GPHD - Gas Petronas Home Delivery, and Loyalty - MesraCard). Handled and escalated complaints and feedback received by end consumers on Petronas Gas Stations to respective territory managers for next course of actions. Mainly worked with SAP for products orders, CRM for Customers' Managment and Microsoft Office.

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

 Worked on outbound calls to several countries in Africa to introduce upcoming corporate events such as conferences, and trainings addressing on current topic Understanding the key selling points and importance of participation to communicate and convince decision makers of companies or departments to develop interest and sell participation Generate sales leads daily by doing own research on internet and existing clients  Research on potential and existing clients via SEO (own creativity and cold calling), understanding the needs of audiences and key selling points accordance to current market and concerns. Approach and communicate to enlighten the prospects about participation and benefits.  Making approaches and communicate abroad for new connections and network to increase and develop new sales.  Responsible to reach the KPIs as required by the management

Bachelor'S Degree, Business, Management, Marketing, And Related Support Services

Activities and Societies: Online Distance Learning. Full time.

Higher National Diploma, English Communication