Customer Service Advisor

DHL Express; Kuala Lumpur; On-site; MYR 33,000 - 67,000; Full time

Benefits offered by this job

Career growth

International environment

Benefits program

Job summary

DHL Express in Kuala Lumpur is seeking a Certified International Specialist to deliver outstanding customer service and accurate information across transit times and service levels. You will work with Ground Operations, Gateway, Sales and HR to resolve issues and ensure quality standards are met.

The role emphasizes Can Do attitude, fast and precise execution, and continuous improvement within DHL’s international network.

Qualifications

• Typing speed of at least 30 wpm.
• Excellent telephone communication.
• Strong conflict-resolution abilities.
• Experience with telephone and order booking systems preferred.
• Excellent written and spoken English communication.
• Strong negotiation and interpersonal skills.

Responsibilities

• Live and demonstrate Can Do, Passion, Right first time and Speed in service delivery.
• Provide accurate transit information and go the extra mile for customers.
• Coordinate with Ground Operations, Gateway, Sales and HR to resolve service issues.
• Identify wastage and suggest process improvements within ICCC standards.
• Adhere to the First Choice Way and quality monitoring tools.
• Support change management to improve business competitiveness.

Skills

Typing 30 wpm

Telephone skills

Conflict resolution

Technical skills (telephone & order-ss

Communication skills

Negotiation & interpersonal skills

Job description

Description - Internal

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 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 join our 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 TASK

Live, breathe and demonstrate the four focus attributes i.e. Can Do, Passion, Right first time and Speed through:

• Achieving "best day every day" by managing self-adherence
• Efficient at work – through managing self Auxiliary code and ACW code

Living and breathing the Insanely Customer service centric culture through:

• Provide excellent customer service experience through providing accurate information e.g. accurate transit time and demonstrating the “Can Do” ATTITUDE by going the extra mile for the customers
• Provide Value added services such as TDX and insurance in meeting customer ‘s need

Operations:

• Work closely with other departments such as Ground Operations, Gateway, Sales, HR to resolve any service Failures to DHL customers in living the ICCC mantra.
• Timeline given are met particularly submission to HR i.e. quarterly review, mid-year and year-end appraisal

Living and breathing the “First Choice Way” by:

• Identifying wastage and rooms for improvement and introduce or recommend process improvement initiative
• Adhere to the Centre Of Excellence standards
• Adhere to the standard Quality monitoring tool
• Support, and adhere to change management in making the business more successful and competitive in the market

Qualifications - Internal

YOUR PROFILE

• Typing skills (at least 30 wpm preferable)
• Telephone skills (excellent)
• Conflict resolution skills (excellent)
• Technical Skills (Telephone and Order Booking systems preferable)
• Communication skills - spoken and written (excellent)
• Negotiation and interpersonal skills (excellent)

OUR OFFER

• Strong Career support in an international environment.
• Great culture and colleagues.
• Multifarious benefits program.