Customer Service Associate

DHL; Puchong; On-site; MYR 30,000 - 45,000; Full time

Job summary

A leading logistics company in Puchong is looking for a Customer Service Associate to enhance customer experience. The role involves managing customer inquiries, resolving service issues, and working closely with the operations team. Candidates should possess strong communication skills in English and the local language, along with a minimum of 2 years' experience in a related industry. An educational background of GCE 'O' levels or equivalent is required. This position offers a chance to contribute to exceptional service delivery.

Qualifications

• Minimum 2 years of related industry experience.

Responsibilities

• Act as the primary contact for customers and liaise with vendors.
• Assist customers in resolving service issues, complaints promptly.
• Provide responsive replies to general customers' inquiries.

Skills

Good communication skills (English and local language)

Live Chat skills

Education

GCE 'O' Levels or equivalent educational certificate

GCE 'A' Levels or Diploma or Higher School Education

Job description

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

The Customer Service Associate will be responsible for delivering the full spectrum of DHL eCommerce Customer Service by providing professional, responsive, and reliable service to our customers through 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)