Customer Service Associate

Deutsche Post; Puchong; On-site; MYR 36,000 - 60,000; Full time

Job summary

DHL eCommerce Malaysia is seeking a Customer Service Associate to deliver professional, responsive service to our customers across multiple channels. You will be the primary contact for customers, liaising with vendors on service delivery and handling inquiries and issues.

Ideal candidates have at least 2 years in customer service, strong English and local language communication, and live chat skills. A GCE O Levels or equivalent is required, with A Levels or Diploma preferred.

Qualifications

• Good communication skills (English and local language).
• Live Chat skills.
• Minimum 2 years of related industry experience.

Responsibilities

• Act as the primary contact for customers and liaise with vendors on service delivery to customers.
• Assist customers in resolving service issues, complaints and claims compensation promptly.
• Enhance service experience through professionalism and empathy when dealing with each customer.

Skills

Communication

Live Chat

Bilingual English/Local

Education

GCE O Levels

GCE A Levels or Diploma or higher

Job description

We are currently seeking a Customer Service Associate to join DHL eCommerce Malaysia! The Customer Service Associate 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

• Good communication skills (English and local language)
• Live Chat skills.
• Minimum 2 years of related industry experience.

Minimum Educational Qualification

• GCE 'O' Levels or equivalent educational certificate
• GCE 'A' Levels or Diploma or Higher School Education (preferable)