Vikneswari PanneerSelvam

• Manage an effective Tracing and Service Recovery System and Customer Loyalty program aimed at the retention and growth of all customers, with emphasis on customers
who are major revenue contributors to DHL.

· To manage, operate and comply to DHL Centre of Excellence Standards for Customer Service by having Best Day Everyday.

· Maintain proper systems and processes for handling shipment trace, claims and complains, and ensuring staffs' compliance to global standards.

· Assist Trace Supervisors or CS Advisors to handle difficult and complicated claim issues, complaints that require consultation with solicitors or cases involving legal proceeding.

Support the Customer Care Manager in leading and managing a team of Customer Care Advisor (Tracing , Service Desk & CCU) to deliver best-in-class tracking and service to all customers.

To manage, operate and comply to DHL Centre of Excellence Standards for Customer Service by having Best Day Everyday.

Ensure operating an effective Service Recovery System and Customer Loyalty program aimed at the retention and growth of all customers.

• Take lead to plan, design, and manage various training and development programs in Customer Service
• Perform training needs analysis for CS staff by identifying improvement by analyzing QM Trending, Supervisor Coaching, Skill verification, IMSP results, and assessment results via performing GEMBA and calibration Act as a key trainer and coordinate the new hire onboarding training for CS new hire

• Support KASE's to handle customer service requests in a professional manner
• Motivate and supervise the team to continue providing the best class support for our customers Be there for the team when they need me, support them for escalations Ensure day to day operations are in accordance to center of excellence Work closely with internal stakeholders in driving the quality

• Provide the full suite of customer service offerings including bookings, inquiries, tracking and tracing supply requests, etc ) to Key Accounts in addition to customized contracted services ( e.g
• Daily / Weekly / Monthly reports at specific time frames / internal etc
• ) Understand the customer SLA and requirements in order to deliver best-inclass service
• Proactively alert customers on shipment delays or potential service incidents by performing service recover

• Provide the full service of customer service such as bookings, inquiries, quotation, and requests to major account Customers
• Prepare the written correspondence to customers when required and handle the complaint from the customer
• Proactively inform customers of shipments delay and service failures
• Provide the daily, weekly, or monthly report as per customer request
• Make visits with sales and team leaders to major account customers when necessary.

• Provide the service to Maybank's major customers such as monitoring the shipments and updating on the shipments delays and service failures
• Handle incoming calls from the sender (Maybank) and receiver (consignee)
• Replying to branches' emails on daily basis from all over Malaysia
• Check problem shipments every day and give feedback to branches thru the intranet
• (Internal communication)
• Provide monthly reports to customers accordingly.

• Ensures accurate and up to date schedule Information for viewers and provides live schedule Information for 130 television channels
• Processing all channels listings and sending to the website for the online TV guide
• Return the listings to Fore
• TV for all channels
• Responsible for creating series links on channels
• Proof reading synopses and making changes.

• Handling inbound calls from the customer
• Assisting in billing inquiries, statements, reconnection of the account, basic troubleshooting on a technical issue and etc.