Senior Associate - Customer Query

DHL Express

Date: 2 weeks ago

City: Petaling Jaya

Contract type: Full time

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 Responsibilities:

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 monitor and handle customer emails falling out from GenAI‑driven automation processes, ensuring timely manual intervention and adherence to DHL service standards.
To identify, analyze and resolve failures in GenAI‑processed email workflows, including misclassification, incomplete data extraction, language interpretation issues, or integration errors across systems.
To ensure accurate and complete handling of GenAI fallout cases, including validation of customer intent, correction of system errors, and end‑to‑end resolution of customer queries.
To log GenAI automation fallout cases accurately in the ERP and tracking systems, including root cause classification and resolution codes to support reporting and continuous improvement.
To liaise with IT, Digital, Automation, and regional stakeholders to escalate systemic GenAI issues and support corrective and preventive actions.
To analyze patterns and recurring themes in GenAI email fallouts and provide insights and recommendations to enhance automation accuracy and coverage.
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

Network:

Billing Team

To identify query root cause and, ensure billing accuracy upon receipt of queries

Credit Risk Management and Collection teams

To timely support/settlement of customer collection queries
To facilitate AR collection and minimise disputed amounts and ageing for aged debt positions

Customer Service and overseas stations / HUB and Gateway (duty department)

To liaise with 3rd party countries, customer service, operation, and commercial/sales when required

Lead / Supervisor

On request, support the lead or supervisor on minor operational and/or reporting tasks

Key Requirement:

Good telephone conversation/handling skills
Good communication and conversational skills
Call center experience
High customer focus and service orientation
University Diploma / Degree

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