Senior Associate - Advanced Duty Collection

Deutsche Post; Petaling Jaya; On-site; MYR 60,000 - 90,000; Full time

Job summary

Deutsche Post in Malaysia seeks a dedicated customer service professional to manage inquiries from multiple channels, prioritizing prompt responses and high service quality.

You will log all interactions in the ERP system, handle GenAI-driven workflows, and intervene manually when automation falls short.

Collaborating across IT, Digital, Automation and regional teams, you will drive root-cause analysis and promote self-service to reduce recurrence.

Qualifications

• Handle customer queries promptly via multiple channels in line with DHL service standards.
• Provide professional customer service and log all queries accurately in the ERP system.
• Manage GenAI-driven workflows and provide timely manual intervention when needed.
• Identify and resolve issues in GenAI-processed emails, including misclassification and language issues.
• Log GenAI fallout cases with root-cause and resolution codes for reporting.
• Collaborate with IT, Digital, Automation and regional teams to resolve systemic GenAI issues.
• Promote self-service options and ensure issues are resolved at the root to prevent recurrence.
• Coordinate across functions to process required billing adjustments.

Responsibilities

• Handle customer queries from multiple channels promptly, especially inbound calls and emails.
• Deliver professional customer service with accurate logging in the ERP system.
• Manage GenAI-driven email workflows and provide timely manual intervention.
• Identify and resolve GenAI misclassifications and language issues in emails.

Skills

Customer service

Multi-channel support

ERP logging

GenAI workflow understanding

Root cause analysis

Collaboration

Tools

ERP system

Job description

• Handle customer queries from multiple channels promptly, especially inbound call
• and emails, in accordance with DHL service standards.
• Deliver professional and high‑quality customer service while ensuring accurate logging of all queries in the ERP system.
• Manage, monitor, and resolve customer emails that fall outside GenAI‑driven automation, providing timely manual intervention.
• Identify, analyze, and resolve issues in GenAI‑processed email workflows, including misclassification, incomplete extraction, language issues, and system integration errors.
• Ensure complete and accurate handling of GenAI fallout cases, including validating customer intent and correcting system errors.
• Log GenAI fallout cases with proper root‑cause and resolution codes to support reporting and continuous improvement.
• Collaborate with IT, Digital, Automation, and regional teams to elevate issues resolve systemic GenAI issues.
• Analyze recurring patterns in GenAI fallouts and recommend improvements to enhance automation accuracy.
• Promote self‑service options and ensure issues are resolved at the root to prevent recurrence.
• Coordinate across functions and process required billing adjustments.