Senior Associate - Advanced Duty Collection (ADC)

DHL Express; Petaling Jaya; On-site; MYR 40,000 - 65,000; Full time

Job summary

DHL Express in Malaysia is seeking a proactive Customer Support professional to handle inquiries across inbound calls and emails, logging each interaction in our ERP system per service standards.

You will resolve GenAI-driven workload manually when automation falls short, analyze recurring fallouts, collaborate with IT and regional teams, and push for self-service solutions to prevent recurrence.

Qualifications

• Experience handling multi-channel customer queries.
• Accurate logging of interactions in ERP systems.
• Ability to resolve GenAI fallout cases and escalations.

Responsibilities

• Handle customer queries from multiple channels promptly, especially inbound calls 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 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.

Skills

Customer service

GenAI understanding

ERP systems

Cross-functional collaboration

Tools

ERP software

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.