Job Description

(2200GBD)
Malaysia-Selangor-Petaling Jaya | Full-time | Permanent | Standard

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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\xe2\x80\x99s 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

• On request, support the lead or supervisor on minor operational and/or reporting tasks

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  • Diploma, Degree holder or equivalent
  • 3 years working experience in customer service, preferably in Shared Services environment
  • 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.