2024-10-23
DHL (https://group.dhl.com/en.html)
Other
/yr
full-time
employee
Petaling Jaya
46100
Malaysia
- 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