Senior Associate - Customer Query
- 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 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)
- To perform root cause analysis and, ensure billing accuracy upon receipt of queries
- To timely support settlement of customer collection queries
- To liaise with 3rd party countries, customer service, operation, and commercial/sales when required
- On request, support the lead or supervisor on minor operational and/or reporting tasks
- Diploma, Degree holder or equivalent
- 3 years working experience in customer service, preferably in Shared Services environment
- Good communication and conversational skills, in both oral and written English and Malay
- Good telephone conversation/handling skills.
- Good customer handling skills.
- A team player.
- Service oriented
- Strong problem solving skills.
- Able to handle stress.
- Able to work independently.
- Advanced software skills (e.g.: Word, Excel, PowerPoint, etc.).
- Basic knowledge in both billing & credit policy.
- Basic knowledge in shipment flow (including tracing records).
- Basic product and tariff knowledge.
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