Senior Associate - Advanced Duty Collection

DHL Group; Petaling Jaya; On-site; MYR 50,000 - 73,000; Full time

Job summary

DHL Group in Malaysia is seeking a Customer Support Specialist to handle queries across channels and ensure service standards. You will log queries in the ERP system, manage GenAI‑related issues, and collaborate with IT and regional teams to improve automation accuracy and root‑cause analyses for ongoing improvements.

Join a team focused on delivering professional service, resolving complex GenAI fallout cases, and driving continuous improvement in customer experience and process efficiency.

Responsibilities

• 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 GenAI‑processed email workflow issues, including misclassification, incomplete extraction, language issues, and 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 and 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.

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.