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Senior Associate - Customer Query

EX2500242 Petaling Jaya, Selangor, 47400, Malaysia Full-time Express Требуются командировки No travel required Категория Обслуживание клиентов квалифицированные рабочие бессрочный

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ОПИСАНИЕ ВАКАНСИИ

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

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