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.