Senior Associate - Customer Query

DHL Express

Date: 17 hours ago

City: Petaling Jaya

Contract type: Full time

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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