Specialist Customer Query

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

Job summary

A leading logistics company is seeking a customer service representative in Malaysia, Selangor. The role involves responding to customer queries, resolving issues in line with company standards, and managing billing inquiries. Candidates must possess a minimum diploma, excellent communication skills, and experience in call center environments. The position emphasizes high customer focus and service orientation, making it ideal for those passionate about customer support.

Qualifications

• Minimum diploma level education is required.
• Proficient typing skills are necessary.
• Intermediate English proficiency is preferred.

Responsibilities

• Respond promptly to customer queries across multiple channels.
• Provide professional customer service per DHL standards.
• Resolve billing-related inquiries and manage escalations.

Skills

Customer service orientation

Multilingual communication

Call handling skills

Typing skills

Problem-solving 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