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Senior Associate - Customer Query

DHL ExpressPetaling Jaya, Selangor, Malaysia

23 hari lalu

Penerangan pekerjaan

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Responsibilities

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 promptly and accurately log queries in ERP system
To actively promote self service functionalities 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

Seniority level

Entry level

Employment type

Full-time

Job function

Other

Industries

Transportation, Logistics, Supply Chain and Storage

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 weeks ago

#J-18808-Ljbffr

Buat amaran kerja untuk carian ini

Associate Customer • Petaling Jaya, Selangor, Malaysia

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