Customer Service Executive

DHL Group; Puchong; On-site; MYR 36,000 - 58,000; Full time

Job summary

DHL eCommerce Malaysia is seeking a Customer Service Executive to deliver comprehensive customer service, handling inquiries across channels with professionalism and empathy. The role emphasizes collaboration with operations and other functions to resolve issues, manage shipments, and address complaints promptly.

Fluency in English and Bahasa is required, with Mandarin as a bonus, and a diploma or higher education is expected.

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.
• 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.

Skills

Communication skills

Teamwork

Multilingual communication

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

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