Firzi Dwi Putra

Experience

• 

  Garda Oto

  Jul 2002 - Nov 2002

  Administration Promotion Staff
• 

  PASIFIK SATELIT NUSANTARA

  Jan 2003 - Jan 2005

  Customer Care Staff

  Provide the full suite of customer service offerings (including bookings, enquiries, supplies request). Identify customer needs and their potential for revenue generation to cross-sell, up-sell product as well as handle complains

• 

  DHL

  Nov 2005 - now

  Ensure the smooth execution of Key Account servicing strategy for selected accounts whilst continuously working with customer to identify and incorporate their evolving and emerging needs in the key account servicing.- Provide the full suite of customer service offerings (including bookings, enquiries, supplies requests) to Key Account customers in addition to customized contracted services (e.g. Reporting etc).- Log, investigate and establish reason/s (root cause/s) of service failure and communicate and implement corrective action accordingly.-Generate relevant transit performance report and conduct periodical service performance review with the customers, and set action plans to improve performance.-Complete weekly, monthly and quarterly reports as required by customers, management and/or the sales team per prescribed time frames/intervals.-Make written correspondence to customers when required to furnish information requested by customers or in dealing with complaint resolution.-Make joint visits to key account customers with sales staff and when necessary to solicit feedback to improve the service provided to the customers. Show less

  • Customer Support Operations Program Manager

    Oct 2016 - now

  • Officer in charge Key Account Manager

    Apr 2016 - Sept 2016

  • Key Account Supervisor

    May 2014 - Mar 2016

  • Key Account Executive

    Nov 2005 - Apr 2014