Customer Care Advisor (Night Shift)

DHL Express (Malaysia) Sdn Bhd; Kuala Lumpur; On-site; MYR 28,000 - 50,000; Full time

Benefits offered by this job

Strong career support in an internal

Great culture and colleagues

Multifarious benefit program

Job summary

DHL Express Malaysia is seeking a Customer Care Consultant to provide full tracing service for undelivered, delayed, or damaged shipments while maintaining a confident and professional tone.

You will liaise with Operations, Commercial, Finance, and IT to resolve cases and offer DHL services such as tracking, insurance and value-added services. A minimum Diploma and 2 years in a contact centre are required.

Qualifications

• 2 years experience in Contact Centre environment in a service 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).

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 customer (where appropriate).

Skills

Customer service

Communication

Interpersonal skills

Professional tone

Education

Diploma or equivalent

Degree holder

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 customer (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

Time Definite

• DHL Express Worldwide
• DHL Express 9:00*, 10:30*, 12:00*
• DHL Express Domestic

Same Day

Industry Solutions

• Medical Express

Value Added Services

• Extended Liability

History

DHL is the first international air express company to set up operations in Malaysia since 1973. With our experience in local and regional markets, you can expect the highest level of quality and service in a total logistics solution. We have invested continuously in people to make improvements in infrastructure and systems. We have built the world's most sophisticated computerised Customs clearance network and introduced a nationwide mobile scanning system.

We cater to all needs when it comes to international business. We understand the importance of reliability and time critical shipments to keep businesses running smoothly.

DHL EXPRESS IN MALAYSIA

As the first worldwide carrier to operate in Malaysia and Asia Pacific, our experience gives us unique insight into the needs of our customers in the Malaysian market as it grows in scope, stature, and sophistication within the global economy.

DHL Express Malaysia owns the strongest ground infrastructure and most robust facilities among express integrators; encompassing six gateways, four dedicated aircrafts, 21 service centres, 185 point of sales, and 348 vehicles. All serve to ensure we provide comprehensive coverage and great service quality.

DHL’s dedicated network as well as commercial airline partnerships connects our Central Asia Hub in Hong Kong to the rest of the world. With such nimble network connection, we are able to offer competitive service with better transit time as well as direct and efficient routing of shipments from Malaysia to key Asia Pacific and European destinations (e.g. TDX 9:00 and 12:00 delivery to major AP destinations).

DHL Express is the global market leader and specialist in international shipping and courier delivery services. We have been building and continuously improving our service for more than 50 years. Key to our success is the strength of our global network, spanning more than 220 countries and territories, in which some 111,000 employees provide services to more than 2.6 million customers.

What really sets us apart is the international shipping expertise of our people. Their knowledge, coupled with their passion and ‘Can-Do’ attitude, delivers a truly world-class service and ensures that your shipments get to their destination securely and as quickly as possible.

DHL EXPRESS IN MALAYSIA

As the first worldwide carrier to operate in Malaysia and Asia Pacific, our experience gives us unique insight into the needs of our customers in the Malaysian market as it grows in scope, stature, and sophistication within the global economy.

DHL Express Malaysia owns the strongest ground infrastructure and most robust facilities among express integrators; encompassing six gateways, four dedicated aircrafts, 21 service centres, 185 point of sales, and 348 vehicles. All serve to ensure we provide comprehensive coverage and great service quality.

DHL’s dedicated network as well as commercial airline partnerships connects our Central Asia Hub in Hong Kong to the rest of the world. With such nimble network connection, we are able to offer competitive service with better transit time as well as direct and efficient routing of shipments from Malaysia to key Asia Pacific and European destinations (e.g. TDX 9:00 and 12:00 delivery to major AP destinations).

DHL is the first international air express company to set up operations in Malaysia since 1973. With our experience in local and regional markets, you can expect the highest level of quality and service in a total logistics solution. We have invested continuously in people to make improvements in infrastructure and systems. We have built the world's most sophisticated computerised Customs clearance network and introduced a nationwide mobile scanning system.

We cater to all needs when it comes to international business. We understand the importance of reliability and time critical shipments to keep businesses running smoothly.

What can I earn as a Customer Care Consultant