Customer Service Executive

DHL Germany; Puchong; On-site; MYR 100,000 - 150,000; Full time

Job summary

Join a leading logistics company as a Customer Service Executive, responsible for delivering exceptional service and resolving issues effectively. You will manage customer inquiries, liaise with various teams, and ensure a high standard of service in a fast-paced environment. Applicants should have at least 2 years of industry experience and strong communication skills in English and Bahasa.

Qualifications

• Minimum 2 years of related industry experience.
• Good communication skills (English and Bahasa); Mandarin is a plus.

Responsibilities

• Act as primary contact for customers and resolve issues promptly.
• Provide timely updates on shipment tracking status.
• Enhance service experience with professionalism.

Skills

Communication skills

Problem-solving

Customer management

Education

Diploma or Higher Education

Job description

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.

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

·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