Customer Care Advisor

DHL; Kuala Lumpur; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading logistics company in Kuala Lumpur is looking for a Certified International Specialist. You will provide tracing services for shipments and ensure exceptional customer satisfaction. Candidates should have a Bachelor's degree and 3-4 years of relevant experience. The role requires strong problem-solving and relationship skills, along with the ability to work across multiple departments. Join a dynamic team and enjoy various benefits while advancing your career.

Benefits

Strong career support

Great culture

Multifarious benefit program

Qualifications

• Exceptional degree of ingenuity and creativity.
• Ability to network with multiple levels of an organization.
• 3-4 years of working experience preferred.

Responsibilities

• Provide tracing service for undelivered or misrouted shipments.
• Handle customer inquiries professionally and knowledgeably.
• Coordinate across departments and business units.
• Improve operational efficiency and customer experience.

Skills

Relationship skills

Customer service

Creativity

Problem-solving

Education

Bachelor's degree in related discipline

Job description

YOUR TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMER

Would you like to become part of the world’s most international company? A company that pioneered cross-border express delivery in 1969 and 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!

YOUR TASK

• Provide full tracing service for customers and other DHL network by investigating undelivered, returned, misrouted, 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.
• Demonstrate professionalism and deliver best-in‑class customer service to all our customers and internal colleagues.
• 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, unproductive tasks that will have impact on operational efficiency and customer experience.
• Offer alternatives to customers and seize upselling and cross‑selling opportunity of valued added services (e.g. Sales Leads, shipment insurance, TDX, Extended Liability etc.) during interaction with customer (where appropriate).

YOUR PROFILE

• Exhibits an exceptional degree of ingenuity, creativity, resourcefulness and empathy.
• Well‑developed relationship skill and ability to network with multiple levels of an organization and other business units.
• Typically requires Bachelor of Degree in related discipline and or 3–4 years of working experience.

OUR OFFER

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

Do you see a personal challenge in these versatile and responsible tasks? Then apply now! We look forward to receiving your application!