- 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

\n\nDiploma, Degree holder or equivalent \n3 years working experience in customer service, preferably in Shared Services environment \nGood communication and conversational skills, in both oral and written English and Malay \nGood telephone conversation/handling skills. \nGood customer handling skills. \nA team player. \nService oriented \nStrong problem solving skills. \nAble to handle stress. \nAble to work independently. \nAdvanced software skills (e.g.: Word, Excel, PowerPoint, etc.). \nBasic knowledge in both billing & credit policy. \nBasic knowledge in shipment flow (including tracing records). \nBasic product and tariff knowledge. \n\n