Customer Care Advisor

DHL Express; Kuala Lumpur; On-site; MYR 42,000 - 54,000; Full time

Job summary

DHL Express Malaysia in Kuala Lumpur is seeking a Certified International Specialist to join our Insanely Centric Team. You will provide full tracing service for undelivered, delayed, lost and damaged shipments and respond to inquiries with professionalism.

You will liaise with Operations, Commercial, Finance and IT to resolve cases, offer alternatives, and identify process improvements to enhance efficiency and customer experience.

Qualifications

• 2 years experience in Contact Centre environment in in a service industry.
• Preferably in Air Express Industry.

Responsibilities

• Provide full tracing service for customers and other DHL network by investigating undelivered, returned, delayed, lost and damaged shipments (different kinds of service incidents).
• Demonstrate professionalism in handling and responding to all cases confidently and knowledgeably in accordance with the Global SOP, creating positive customer experience.
• Liaise and coordinate cross functionally, cross departments (Operations, Commercial, Finance, IT), cross business units and the Network when handling traces and service recovery cases.
• Provide the full suite of DHL customer service offerings confidently, knowledgeably and professionally (e.g. booking, enquiries, shipment status, tracking etc.) to all parties contacting DHL via the customer service hotline and other contact modes (e.g. Chat, E-mail, Social Media).
• To proactively look at opportunity for improvement in handling process, potential of reducing wastage, impact on operational efficiency and customer experience.
• Offer alternatives to customers and seize upselling and cross‑selling opportunity of valued added services (Sales Leads, shipment insurance, TDX, Extended Liability and etc.) during interaction with client where appropriate.

Skills

Customer service

Interpersonal skills

Education

Diploma or equivalent

Degree holder (Undergraduate)

Job description

OUR TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMRPOVE THE LIFE OF OUR CUSTOMERS.

Would you like to become part of the world’s most international company? A company that pioneered cross-border express delivery in 1969 is now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet. Do you want to make a difference? Then come to our Insanely Centric Team and become a Certified International Specialist! We are committed to equal opportunity and reject any forms of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience.

YOUR TASKS

Accountabilities

• Provide full tracing service for customers and other DHL network by investigating undelivered, returned, delayed, lost and damaged shipments (different kinds of service incidents).
• Demonstrate professionalism in handling and responding to all cases confidently and knowledgeably in accordance with the Global SOP, creating positive customer experience.
• Liaise and coordinate cross functionally, cross departments (Operations, Commercial, Finance, IT), cross business units and the Network when handling traces and service recovery cases.
• Provide the full suite of DHL customer service offerings confidently, knowledgeably and professionally (e.g. booking, enquiries, shipment status, tracking etc.) to all parties contacting DHL via the customer service hotline and other contact modes (e.g. Chat, E-mail, Social Media).
• To proactively look at opportunity for improvement in handling process, potential of reducing wastage, impact on operational efficiency and customer experience.
• Offer alternatives to customers and seize upselling and cross‑selling opportunity of valued added services (Sales Leads, shipment insurance, TDX, Extended Liability and etc.) during interaction with client where appropriate.

YOUR PROFILE

• 2 years experience in Contact Centre environment in in a service industry. Preferably in Air Express Industry.
• Excellent spoken and written language skill with a cheerful, confident, professional and courteous tone.
• Excellent interpersonal skills and relates well with a wide range of employees/customers.
• Minimum Diploma or equivalent.
• Preferably Degree Holder (Undergraduate).

OUR OFFER

• Strong career support in an international environment
• Great culture and colleagues
• Multifarious benefit program