Senior Specialist - Customer Query
DHL Express
Date: 3 weeks ago
City: Petaling Jaya
Contract type: Full time
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.
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.
- Diploma/Degree Holder or equivalent by experience.
- 3 years working experience in customer service, preferably in Shared Services environment
- Good communication and conversational skills, in both oral and written English
- 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.
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