Customer Service Associate

We are currently seeking a Customer Service Associate to join DHL eCommerce Malaysia!

The Customer Service Associate will be responsible for delivering the full spectrum of DHL eCommerce Customer Service by providing professional, responsive, and reliable service to our customers who contact us through various interaction channels. The incumbent must have the mindset 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 by delivering professionalism and empathy when dealing with each individual customer with varying needs and demands.

Stakeholder Management

• Liaise with the 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 and productive work systems.

Process Management

• Promptly arrange for shipment pick up or handle exceptions.
• Provide responsive replies to general customer email inquiries or via other interaction channels.
• Provide timely updates to customers on shipment tracking status.
• Manage complaints and claims compensation in a timely manner.

Desired Skills / Qualifications

• Good communication skills (English and local language).
• Mandarin speaker will be an additional advantage.
• Live Chat skills.
• Minimum 1 year of related industry experience.
• Fresh Graduates are encouraged to apply.

Minimum Educational Qualification

• GCE 'O' Levels or equivalent educational certificate.
• GCE 'A' Levels or Diploma or Higher School Education (preferable).