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
Credit Risk Management and Collection teams
- To facilitate AR collection and minimise disputed amounts and ageing for aged debt positions
Customer Service and overseas stations / HUB and Gateway (duty department)
Lead / Supervisor
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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