Senior Associate - Customer Query (Japanese Speaker) job In Petaling Jaya by SRKay Consulting Group

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

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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.