DHL Express, Inc. Executive, ESS Helpdesk in Malaysia
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Do you want to make a difference? Then come to our Insanely Centric Team and become a Certified International Specialist!
ESS Management Team & CS users
Address and resolve queries and requests from Intranet users in CS
Maintain and record ESS hardware inventory movements to ensure inventory records are up-to-date and accurate promotions on ESS tools
Work closely with the ESS team to coordinate the acquisition of ESS sales kits and marketing material and their supply to customers
Support the ESS team in selling the benefits of ESS tools to customers during ESS Marketing and Promotion campaigns to increase take-up rate and usage to facilitate the achievement of ESS deployment and upload targets
Work with and support the ESS manager to implement the identified and approved CS intranet and internet strategies to support daily CS activities
Work with the Country ESS team to coordinate customer participation in beta testing of new releases of ESS tools
Address all inbound helpdesk queries on DHL’s suite of ESS applications to resolve technical issues or where the issue requires further analysis by an ESS executive on-site, arrange an appropriate date/time with the customer for the on-site visit and investigation.
Initiate outbound calls and take inbound calls from customers during promotion of ESS tools to recommend DHL’s ESS tools appropriate to their trading profile and encourage its usage.
Liaise with IS Dept on IS-related issues (eg. server issues) impacting the normal functioning of ESS tools
Coordinate with hardware and support vendors for supplies and maintenance services
Ensure identified ESS project benefits are measured and tracked for reporting and BDPs recorded for regional sharing
Service Enhancements Projects
Ensure adherence to ESS policies and procedures in the execution of all ESS-related work, particularly in timelines for deployment of ESS tools to customers and resolution of customer issues with ESS tools
Identify areas to enhance customer satisfaction and positively differentiate DHL from its competitors
Drive country ESS projects in alignment with agreed Regional ESS objectives, targets and deployment timelines.
Research and commend on design and layout and create new intranet pages per the requests of CS section managers
Where performance is not meeting target, ensure action plans are documented and actioned on per agreed timelines with measurements for follow-up reporting to the ESS manager
Validation and Testing Support for ESS applications
Daily testing and monitoring of DHL’s suite of ESS applications deployed in-country to ensure proper functioning to meet customer requirements.
Participate in testing of and provide feedback on new releases of ESS tools in consultation with the Regional ESS team
Arrange and conduct training on ESS tools for internal staff
Marketing and Promotion
Support the ESS team in overseeing and managing promotions on ESS tools to identified targeted accounts from the customer database
Database and Reporting Management
Maintain database on users of ESS tools for sharing with the Marketing team
Compile ESS reports for management, including monitoring and measuring ESS performance against targets and identification of performance gaps for improvement actions
Monitor and report on ESS tools usage by customers and conduct ad hoc data analysis and reporting
Maintain and update database on users of each ESS tool for sharing with the Marketing team
Update and maintain the Country Internet with updated information for users.
• Exhibits an execptional degree of ingenuity, ,creativity, resourcefulness and empathy.
• Well- developed relationship skill and ability to network with multiple levels of an organization and other business units.
• Typicaly requires Diplomae in related technology-related field, or a business discipline with strong inclination towards technology or equivalent discipline or with 2-3 years experience in a Customer Technology and applications support related role with helpdesk experience.
• Strong career support in a internationa environment
• Great culture and colleagues
• Multifarious benefit program
Do you see a personal chanllenge in these versatile and reponsible tasks? Then apply now!
We look forward to receiving your application!
Diploma, preferably in a technology-related field, or a business discipline with strong inclination towards technology or equivalent.
2-3 years experience in a Customer Technology and applications support related role with helpdesk experience.
Good working knowledge of web-based and ESS, CRM, logistics applications.