Senior Associate - Advanced Duty Collection

DHL Group; Petaling Jaya; On-site; MYR 36,000 - 54,000; Full time

Job summary

DHL Express is seeking a customer service professional to handle inquiries from multiple channels with a focus on GenAI‑driven workflows. The role emphasizes logging in the ERP system, timely manual intervention for complex emails, and collaboration with IT and regional teams to resolve systemic GenAI issues.

You will analyze recurring GenAI fallouts, propose improvements, and promote self‑service options to prevent recurrence, ensuring accurate problem resolution and billing adjustments as

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 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 escalate 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 escalate 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.