- Petaling Jaya Selangor Malaysia
Full Time Internship Intake (February-March 2027) Jobs, in DHL Express Selangor - Maukerja
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Job Description
Responsibilities
Job Description
- Receive and log customer queries from multiple channels (email, system tickets, chat).
- Categorize queries accurately (billing, shipment status, documentation, service issues, etc.).
- Acknowledge customer queries within defined service timelines.
- Provide standard responses for routine queries using approved templates and guidelines.
- Track query status and follow up with internal stakeholders (operations, billing, sales).
- Escalate complex or unresolved cases to senior team members.
- Update systems with accurate resolution details and closure notes.
- Ensure responses follow company service standards and tone guidelines.
- Assist in documenting FAQs, standard operating procedures (SOPs), and response templates.
- Maintain query logs and dashboards in Excel or internal systems.
- Analyze common query trends and recurring issues.
- Support preparation of weekly/monthly reports on query volumes and turnaround times.
- University Degree or equivalent by experience.
- Well verse with Microsoft Excel and SAP.
- Good communication in English: Oral and Written.
- Ability to analyze with logical thinking process.
- Attention to details and able to meet tight deadline.
- Engage, communicate and build network with the AR, Billing, BPO teams.
- Customer oriented.
- Process oriented and able to work under pressure.
- Team Player and highly collaborative.
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