Senior Associate - Customer Query

Full Time, onsite
DHL Express
Petaling Jaya, Malaysia

Salary undisclosed

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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.