Senior Associate - Customer Query

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 promptly 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 handle most complex escalations and manage the resolution.

Stakeholders:

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.

Qualifications/Skills:

• 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.