Senior Associate - Customer Query

Description - External

• 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 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

Qualifications – External

• 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.

DHL Asia Pacific Shared Services is an ACCA, CPA and CIMA approved employer with incredible career opportunities in the field of Finance. We currently serve Finance, HR, BPO, RPA and Network Operations activities for DHL in over 152 countries across the globe and employ 1250 professionals from 17 different nationalities who speak 14 different languages. This makes our office in Petaling Jaya the most international shared services center in Malaysia.

At DHL , motivating our people is priority number one because we count on every one of our motivated superstars to deliver great service and drive our “Insanely Customer Centric” culture. Being ranked among the world’s best employers by reputed external organizations such as Great Place to Work and Top Employers Institute is a great acknowledgment of the effort we have invested in making DHL Express a place where our employees can enjoy coming to work, be appreciated for their contribution, develop professionally and realize their full potential.

We are part of the Deutsche Post DHL Group that owes its success to the commitment, creativity and expertise of its approximately 550,000 employees around the world. The high level of motivation among our employees can be attributed to a corporate culture founded on openness, trust and mutual respect – free from prejudice, discrimination and stereotyping.