Customer Service Executive

DHL; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading logistics company is currently seeking a Customer Service Executive in Kuala Lumpur. This role involves being the primary contact for customers, resolving service issues, and enhancing the customer experience with professionalism. The ideal candidate should have at least 2 years of experience in customer service, strong communication skills in English and Bahasa, and a diploma or higher education. Mandarin speaking is an advantage.

Qualifications

• Minimum 2 years of related industry experience.
• Preferable with experience in working teams.
• Mandarin speaking is an added advantage.

Responsibilities

• Act as the primary contact for customers and liaise with vendors.
• Assist customers in resolving service issues and complaints.
• Enhance service experience with professionalism and empathy.
• Liaise with Operations Team for prompt resolution.
• Promote exchange and adoption of new processes.
• Arrange for shipment pick-up and handle exceptions.
• Provide responsive replies to customer inquiries.
• Provide updates to customers on shipment tracking status.
• Manage complaints and claims compensation.

Skills

Good communication skills (English and Bahasa)

Experience in customer service

Teamwork

Education

Diploma or Higher Education

Job description

Overview

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

The Customer Service Executive 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.

Responsibilities

• 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.
• 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.
• 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

• Minimum 2 years of related industry experience.
• Preferable with experience in working teams.
• Good communication skills (English and Bahasa)
• Mandarin speaking is an added advantage.

Minimum Educational Qualification

Diploma or Higher Education