Senior Associate - Customer Query

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 manage customer escalation process when it occurs and take charge of resolution

To act as a billing related subject matter expert within Accounts Receivables

To support resolution of most complex billing related queries and involve in customer interactions (incl customer visits as required by management)

To perform root cause analysis and, ensure billing accuracy upon receipt of queries

To timely support settlement of customer collection queries

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

Diploma/Degree Holder or equivalent by experience.

0 - 2 years of working experience in customer service, preferably in Shared Services environment (Associate)

3 years working experience in customer service, preferably in Shared Services environment (Senior Associate)

Good communication and conversational skills, in both oral and written English and Malay

Good telephone conversation/handling skills.

Good customer handling skills.

A team player.

Service oriented

Strong problem solving skills.

Able to handle stress.

Able to work independently.

Advanced software skills (e.g.: Word, Excel, PowerPoint, etc.).

Basic knowledge in both billing & credit policy.

Basic knowledge in shipment flow (including tracing records).

Basic product and tariff knowledge.