Senior Associate - Customer Query

DHL Germany
Petaling Jaya
MYR 100,000 - 150,000
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 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.
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