Customer Experience Senior Support for Innovation Center - Yishun
DHL Express Yishun Full-time
DHL’s Customer Solutions & Innovation (CSI), one of the business units of DHL, is a globally dedicated organization which simplifies the DHL customer experience by providing a single customer interface and developing innovative industry-tailored solutions for DHL’s largest global customers.
Come discover the unique, international spirit of DHL where your commitment is recognized and rewarded.
The Customer Experience Senior Support role is based at the DHL Asia Pacific Innovation Center (APIC) - a state-of-the-art facility focused on customer engagement, showcasing cutting edge innovations, industry capabilities, and focusing on collaboration with startups and industries on the future of logistics.Our Innovation Center hosts thousands supply chain and industry professionals annually and is part of a global network of DHL Innovation Centers in Germany, Chicago, and the UAE. APIC is located in Singapore.
Key Responsibilities
Representing the Asia Pacific Innovation Center, the Customer Experience Senior Support will be one of the first points of contact, greeting visitors with a warm and professional disposition upon arrival. As a member of our Customer Experience team, you will play an integral role in driving the concept of "beyond potential" to ensure a high-quality, customer-centric experience for every visitor.
- Ensure timely and effective response to event requests from internal DPDHL teams and visiting delegations
- Oversee booking of events in the event management tool Skedulo, and ensure follow-up with event requestor and align/support if needed
- Coordinate the practical event organization: Incitation, registration, badging, meeting room set-up, catering orders, special services, focusing on high-quality service delivery to internal and external audiences
- Own weekly event meeting by collecting all event information from central booking tool, validate open questions with team
- Ensure timely information of all relevant parties on upcoming events and keep overview for operations team up to date at all times
- Leverage best practices and resources
- Provide continuity in terms of customer experience and quality across all events. Provide value and cost savings while utilizing the best quality and type of production elements
- Track execution and ensure adherence to approved budget
- Manage projects of varying degrees of complexity from small regional events to large global conferences
- Ongoing management of external resources & suppliers
- Develop new event & briefing formats in collaboration with customer engagement team
- Proactively use customer feedback to drive optimization
- Act as the expert on tool application for virtual formats
- Development & regular updates of SOPs
- Lead initiatives with Engagement managers to enhance the Customer Experience
- Facilitate and assist with catering deliveries, food set-up and clean-up; support meeting room refresh during visit and help reset post departure
- Manage administrative service activities, supply replenishment, general office organization and clean-up
- Anticipate our customer’s needs by developing a general understanding of our business divisions and sectors
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DHL’s Customer Solutions & Innovation (CSI), one of the business units of DHL, is a globally dedicated organization which simplifies the DHL customer experience by providing a single customer interface and developing innovative industry-tailored...