Selvakodhi Saker
Customer Service Executive
Klang
Summary
Accomplished Customer Service Executive at DHL Express, adept in shipping coordination and demonstrating exceptional problem-solving abilities. Excelled in enhancing customer service delivery and streamlining customs clearance processes, showcasing teamwork and computer skills. Proven track record in improving operational efficiency and customer satisfaction, making impactful decisions under pressure.
Overview
10
10
years of professional experience
Work History
Customer Service Executive
DHL Express
Kuala Lumpur
10.2021 - 12.2024
- Demonstrate professionalism and deliver best in class customer service to all our customers and internal colleagues addressing their unique needs while adhering to global SOP.
- Provide the full of DHL offering confidently, knowledgeably and professionally for all remote booking arrangements in accordance to the relevant Global SOP.
- Take personal accountability for each remote booking request until exported from the origin country.
- Provide advice related to transportation, permit application and process within network to minimize TT impact.
- Handle booking enquiries, shipment status, tracking and etc to all parties contacting DHL via the customer service hotlines and other contact mode ( chat, email & social media).
- Offer alternatives to customers and seize upselling and cross-selling opportunity of values added services, Sales Leads, Shipment insurance, TDX, Extended Liability and etc.
Custom Clearance
DHL Express (Malaysia) Sdn Bhd
Bayan Lepas, Penang
05.2016 - 10.2021
- Possess the expertise to accurately declare K1, K2, K8, and K9 within the designated transit time.
- Have extensive knowledge of customs state codes, HS codes, duties, and GST regulations.
- Respond to customer inquiries via calls and emails.
- Provide customers with confirmations regarding duties and GST, utilizing appropriate formulas.
- Liaise with customs officers to address any issues related to the release of customs forms, ensuring accurate communication with customers.
- Efficiently resolve pending duty confirmations and incomplete paperwork requests from customers via email.
- Prepared a daily report for management and finance.
- Collaborated closely with the customs department on clearance procedures.
Supervisor
Watson's Personal Care Stores Sdn. Bhd
Bayan Lepas, Penang
10.2014 - 05.2016
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Responsible for managing staff within the business, coordinating the shipping of goods, setting up displays, and assisting customers and staff during business hours.
- Implemented measures to minimize stock holding while maximizing the accuracy of stock systems and paperwork.
- Reduced overstocks and eliminated obsolete or redundant raw materials to enhance the availability of working capital.
- Ensured that the goods inward and stock control department is well-organized and effectively managed to support production goals.
- Ensured that incoming products are received and managed in accordance with company procedures
- Guaranteed that materials are prepared and available for production as needed.
- Provided routine management information on inventory performance.
- Initiated changes to improve business operations, including revising opening hours to enhance competitiveness and customer accessibility.
Education
High School Diploma -
Universiti Malaysia Pahang (UMP)
Penang, Malaysia 04.2001 -
Associate of Arts -
SMK Tanjung Rambutan
Ipoh, Perak, Malaysia 04.2001 -
Skills
Shipping coordination
Customer queries
Email management
Problem-solving abilities
Teamwork and collaboration
Computer skills
Customer service excellence
Calm and professional under pressure
Timeline
Customer Service Executive
DHL Express
10.2021 - 12.2024
Custom Clearance
DHL Express (Malaysia) Sdn Bhd
05.2016 - 10.2021
Supervisor
Watson's Personal Care Stores Sdn. Bhd
10.2014 - 05.2016
High School Diploma -
Universiti Malaysia Pahang (UMP)
04.2001 -
Associate of Arts -
SMK Tanjung Rambutan
04.2001 -
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