Senior Associate - Customer Query

DHL Express


Date: 13 hours ago
City: Petaling Jaya
Contract type: Full time
Key responsibilities :

Customers


  • 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.


Skilled Gen AI Expert to enhance our customer service operations by identifying improvements and errors in our processes.

This role will focus on analyzing customer interactions across multiple channels, ensuring adherence to DHL standards, and leveraging AI technologies to optimize service delivery and customer satisfaction.


  • Analyze customer queries and interactions from various channels, including inbound calls and emails, to identify patterns and areas for improvement.
  • Utilize AI tools to assess the quality and efficiency of customer service responses, ensuring compliance with DHL standards.
  • Monitor and evaluate customer service processes to identify errors and discrepancies in query handling and resolution.
  • Implement AI-driven solutions to enhance error detection and minimize recurrence of issues.
  • Liaise with various departments to facilitate necessary billing adjustments and ensure seamless service delivery.
  • Work closely with IT and data analytics teams to implement AI solutions that support customer service improvements.
  • Support the management of customer escalation processes by providing insights and recommendations based on data analysis.
  • Maintain comprehensive documentation of findings, recommendations, and implemented improvements.
  • Prepare detailed reports for management to communicate progress and impact of AI initiatives on service quality.


Qualifications/Skills:


  • Min Diploma and above
  • Local language(s) / Multi lingual (in Shared Service environment)
  • Typing skills
  • Intermediate level of English knowledge (DPDHL Business Language) preferred
  • Good telephone conversation/handling skills
  • Good communication and conversational skills
  • Call center experience
  • High customer focus and service orientation

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