Senior Associate - Customer Query (Japanese Speaker) - SRKay Consulting Group
- Petaling Jaya, Selangor, Malaysia
- Apply by: Jan 01, 2026
- 1 Vacancy
- Local Candidates (Malaysia)
- Salary: 4000 MYR - 4500 MYR
- Shift: First Shift (Morning)
- Career Level: Experienced Professional
- Degree: Graduate
- Experience: Year
- Full Time/Permanent (hiring on behalf)
- Work from Office
Job is expired
Job Description
To handle, investigate and resolve customer enquiries in an accurate, professional and timely manner within the scope of an inbound call/contact center environment. To provide high customer quality standards and, enable effective accounts receivable collection. To handle most complex escalations and manage the resolution.
Key Activities
- 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 promply and accurately log queries in ERP system
- To actively promote self service fonctionalities 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 handle most complex escalations and manage the resolution.
- To identify query root cause and, ensure billing accuracy upon receipt of queries
- To timely support/settlement of customer collection queries
- To facilitate AR collection and minimise disputed amounts and ageing for aged debt positions
- 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 and Skills
- 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 Japanese
- 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.