Key Accounts Executive

About the Company DHL Express is a global leader in the logistics industry, specializing in international express shipping and logistics solutions. We are dedicated to providing exceptional service to our customers and are committed to innovation and excellence in every aspect of our operations. About the Role We are currently seeking a proactive and results-oriented Key Accounts Executive to join our Customer Services team at DHL Express. In this role, you will be responsible for delivering personalized service to our most valued customers, ensuring their needs are met efficiently and effectively. Your focus will be on service recovery, customer retention, and revenue generation, all while adhering to our service level agreements. Your Tasks In this position, you will respond to requests from the Commercial team in accordance with established service level agreements (SLAs). You will be expected to provide proactive customer service and resolve queries and issues for both internal and external customers. Additionally, you will offer comprehensive tracing services for Area, Station, Advisor, and Network customers. A key aspect of your role will involve focusing on service recovery by effectively resolving service breakdowns and ensuring high customer satisfaction. You will communicate relevant information to customers in alignment with our service standards and requirements. Your responsibilities will also include achieving global service excellence by meeting productivity, trace performance, and quality targets. You will assist in customer retention and development efforts, maximizing revenue generation opportunities. Contributing to the overall success of the Key Accounts team by providing input and solutions to customer and team issues will be essential. Furthermore, you will be responsible for providing accurate information regarding customs requirements, shipping details, and costs. Enhancing the customer experience by exercising professionalism and empathy in all interactions is crucial. You will also collaborate with DHL employees across various departments, both domestically and internationally, and assist with Contact Centre overflow as scheduled and on an ad hoc basis as required. Your Profile To be successful in this role, you should have NCEA Level 2 or higher (essential) and a minimum of 2 years’ experience in Customer Care or a related field. Excellent telephone, communication, negotiation, and interpersonal skills are required. You should possess strong problem-solving abilities and exceptional attention to detail. Proficiency in Microsoft Office Suite and relevant software applications is necessary, and knowledge of DHL Express’s remote bookings and Import Express requirements is advantageous. The ability to work independently and manage your time effectively is important, along with empathy and patience when handling customer inquiries and complaints. Active listening skills to understand customer needs will also be essential. Our Offer We provide a comprehensive benefits package, including health insurance and superannuation. You will have opportunities for professional development and career advancement within a supportive and inclusive work environment. Please note that a relevant and valid working visa is required for applicants from countries other than New Zealand. If you are passionate about delivering exceptional customer service and possess the skills to drive success for our key accounts, we would love to hear from you. DHL Express is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We look forward to receiving your application!