Global Customer Care Specialist (Night Shift)

DHL Express (Malaysia) Sdn Bhd; Kuala Lumpur; On-site; MYR 28,000 - 50,000; Full time

Benefits offered by this job

Strong career support in an internal

Great culture and colleagues

Multifarious benefit program

Job summary

DHL Express Malaysia is seeking a Customer Care Consultant to provide full tracing service for undelivered, delayed, or damaged shipments while maintaining a confident and professional tone.

You will liaise with Operations, Commercial, Finance, and IT to resolve cases and offer DHL services such as tracking, insurance and value-added services. A minimum Diploma and 2 years in a contact centre are required.

Qualifications

• 2 years experience in Contact Centre environment in a service industry.
• Excellent spoken and written language skill with a cheerful, confident, professional and courteous tone.
• Excellent interpersonal skills and relates well with a wide range of employees/customers.
• Minimum Diploma or equivalent.
• Preferably Degree Holder (Undergraduate).

Responsibilities

• Provide full tracing service for customers and other DHL network by investigating undelivered, returned, delayed, lost and damaged shipments (different kinds of service incidents).
• Demonstrate professionalism in handling and responding to all cases confidently and knowledgeably in accordance with the Global SOP, creating positive customer experience.
• Liaise and coordinate cross functionally, cross departments (Operations, Commercial, Finance, IT), cross business units and the Network when handling traces and service recovery cases.
• Provide the full suite of DHL customer service offerings confidently, knowledgeably and professionally (e.g. booking, enquiries, shipment status, tracking etc.) to all parties contacting DHL via the customer service hotline and other contact modes (e.g. Chat, E-mail, Social Media).
• To proactively look at opportunity for improvement in handling process, potential of reducing wastage, impact on operational efficiency and customer experience.
• Offer alternatives to customers and seize upselling and cross-selling opportunity of valued added services (Sales Leads, shipment insurance, TDX, Extended Liability and etc.) during interaction with customer (where appropriate).

Skills

Customer service

Communication

Interpersonal skills

Professional tone

Education

Diploma or equivalent

Degree holder

Job description

DHL Express Malaysia is seeking a Customer Care Consultant to provide full tracing service for undelivered, delayed, or damaged shipments while maintaining a confident and professional tone.

You will liaise with Operations, Commercial, Finance, and IT to resolve cases and offer DHL services such as tracking, insurance and value-added services. A minimum Diploma and 2 years in a contact centre are required.