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Senior Associate
DHL ExpressPetaling Jaya, Selangor, Malaysia11 jam yang lalu
Penerangan pekerjaanTo identify query root cause and, ensure billing accuracy upon receipt of queries To timely support / settlement of customer collection queries To facilitate AR collection and minimise disputed amounts and ageing for aged debt positions To liaise with 3rd party countries, customer service, operation, and commercial / sales when required On request, support the lead or supervisor on minor operational and / or reporting tasks 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
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
Credit Risk Management and Collection teams
Customer Service and overseas stations / HUB and Gateway (duty department)
Lead / Supervisor
Qualifications / Skills :
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Senior Associate • Petaling Jaya, Selangor, Malaysia
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