Customer Service Associate

DHL eCommerce; Puchong; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading logistics provider in Puchong is looking for a Customer Service Associate to provide professional and reliable service to customers. Responsibilities include managing customer inquiries, resolving issues, and providing timely updates on shipments. Ideal candidates should have good communication skills, live chat capabilities, and at least 2 years of related industry experience. A minimum of GCE 'O' Levels is required, with higher qualifications preferred.

Qualifications

• Minimum 2 years of related industry experience.
• Ability to effectively handle service issues, complaints, and claims compensation.
• Responsive and reliable interaction with customers.

Responsibilities

• Act as the primary contact for customers and liaise with vendors.
• Assist customers in resolving service issues promptly.
• Provide timely updates to customers on shipment tracking status.

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 Associateto join DHL eCommerce Malaysia!

The Customer Service Associatewill 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)