Customer Service Executive

DHL eCommerce; Puchong; On-site; MYR 33,000 - 61,000; Full time

Job summary

DHL eCommerce Malaysia is seeking a Customer Service Executive to deliver the full spectrum of customer service by providing professional, responsive and reliable support to our customers across all contact channels. You will act as the main contact for customers, liaise with vendors, resolve service issues and drive service excellence while maintaining empathy for diverse customer needs.

Diploma or higher education and at least 2 years in the industry are required; English and Bahasa

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.

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.
• Promote exchange and adoption of new processes, procedures and work instructions to create more efficient work systems.

Skills

Good communication

Mandarin speaking

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