Senior Associate - Customer Query

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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

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