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Senior Associate

Senior Associate

DHL ExpressPetaling Jaya, Selangor, Malaysia
22 hours ago
Job description

Key responsibilities :

Customers

  • To ensure customer queries from multiple channels are attended promptly in line with set standards with dedicated attention on inbound calls and (e-) mails in call center environment
  • To provide professional and qualitative customer service in line with set DHL standards
  • To resolve customer's queries in accordance with set DHL standards
  • To promply and accurately log queries in ERP system
  • To actively promote self service fonctionalities and / or ensure customer query is addressed structurally so that it does not re-occur
  • To ensure cross function liaison and handle required billing adjustments
  • To handle most complex escalations and manage the resolution.

Stakeholders : Billing Team

  • To identify query root cause and, ensure billing accuracy upon receipt of queries
  • Credit Risk Management and Collection teams

  • To timely support / settlement of customer collection queries
  • To facilitate AR collection and minimise disputed amounts and ageing for aged debt positions
  • Customer Service and overseas stations / HUB and Gateway (duty department)

  • To liaise with 3rd party countries, customer service, operation, and commercial / sales when required
  • Lead / Supervisor

  • On request, support the lead or supervisor on minor operational and / or reporting tasks
  • Qualifications / Skills :

  • Min Diploma and above
  • Local language(s) / Multi lingual (in Shared Service environment)
  • Typing skills
  • Intermediate level of English knowledge (DPDHL Business Language) preferred
  • Good telephone conversation / handling skills
  • Good communication and conversational skills
  • Call center experience
  • High customer focus and service orientation
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    Senior Associate • Petaling Jaya, Selangor, Malaysia