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 promply and accurately log queries in ERP system
• To actively promote self service fonctionalities 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