Job Description

We are currently seeking a Customer Service Executive to join DHL eCommerce Malaysia!
The Customer Service Executive will be responsible to deliver the full spectrum of DHL eCommerce Customer Service by providing professional, responsive and reliable service to our customers; contacting us through the various interaction channels. Incumbent must have the mind-set and attitude that Customer Service is a key differentiator of our business.
Essential Duties and Responsibilities
Customer Service Management
Act as the primary contact for customers and liaise with vendors on the service delivery to customers.
Assist customers in resolving service issues, complaints and claims compensation promptly.
Enhance service experience through delivering professionalism and empathy when dealing with each individual customer with varying needs and demands.
Stakeholder Management
Liaise with Operations Team and other functions to achieve prompt and efficient resolution of customer issues and queries.
Actively promote the exchange and adoption of new processes, procedures and work instructions to create more efficient as well as productive work systems.
Process Management
Promptness in arranging for shipment pick up or handling of exceptions.
Provide responsive reply to general customers' email enquiries or via other interaction channels
Provide timely updates to customers on shipment tracking status.

• Timely management of complaints and claims compensation.

Desired Skills / Qualifications
Minimum 2 years of related industry experience.
Preferable with experience in working teams.
Good communication skills (English and Bahasa)

• Mandarin speaking is an added advantage.

Minimum Educational Qualification
Diploma or Higher Education

Skills Required