Specialist Customer Query

DHL; Petaling Jaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A global logistics company is looking for a customer service representative in Petaling Jaya, Malaysia, to ensure queries are managed effectively over multiple channels. The ideal candidate should have a diploma or higher and call center experience. Responsibilities include providing professional customer service, handling complex queries, and managing escalations. Strong communication skills and typing proficiency in local languages are essential for success in this role.

Qualifications

• Min Diploma and above.
• Intermediate level of English knowledge preferred.
• Good telephone conversation/handling skills.

Responsibilities

• Ensure customer queries from multiple channels are attended promptly.
• Provide professional customer service in line with DHL standards.
• Manage customer escalation processes.

Skills

Customer focus

Communication skills

Call center experience

Typing skills

Education

Diploma or higher

Job description

Key Responsibilities:

Customers

• To ensure customer queries from multiple channels are attended promptly in line with set standards with dedicated attention on inbound calls and (e-) mails in call center environment
• To provide professional and qualitative customer service in line with set DHL standards
• To resolve customer’s queries in accordance with set DHL standards
• To promply and accurately log queries in ERP system
• To actively promote self service functionalities and / or ensure customer query is addressed structurally so that it does not re-occur
• To ensure cross function liaison and handle required billing adjustments
• To manage customer escalation process when it occurs and take charge of resolution
• To act as a billing related subject matter expert within Accounts Receivables
• To support resolution of most complex billing related queries and involve in customer interactions (incl customer visits as required by management)

Billing Team

• To identify query root cause and, ensure billing accuracy upon receipt of queries

Credit Risk Management and Collection teams

• To timely support/settlement of customer collection queries
• To facilitate AR collection and minimise disputed amounts and ageing for aged debt positions

Customer Service and overseas stations / HUB and Gateway (duty department)

• To liaise with 3rd party countries, customer service, operation, and commercial/sales when required

Lead / Supervisor

• On request, support the lead or supervisor on minor operational and/or reporting tasks

Key Requirements

• Min Diploma and above
• Local language(s) / Multi lingual (in Shared Service environment)
• Typing skills
• Intermediate level of English knowledge (DPDHL Business Language) preferred
• Good telephone conversation/handling skills
• Good communication and conversational skills
• Call center experience
• High customer focus and service orientation