Senior Associate, Customer Care & AR Resolution

DHL; Selangor; On-site; Confidential; Full time

Job summary

DHL in Malaysia seeks an customer service professional to handle inbound queries across channels in a call center setting. You will log issues in ERP, support GenAI-driven workflows, and coordinate with IT and regional teams for escalation. University degree required with strong communication and customer service orientation.

Responsibilities include monitoring GenAI fallout cases, ensuring timely resolution, and promoting self-service options to enhance customer experience and billing accuracy.

Qualifications

• Experience in handling customer enquiries via inbound calls
• Excellent telephone handling and listening skills
• Strong communication and conversational abilities
• High customer focus and service orientation

Responsibilities

• Handle customer queries from multiple channels promptly in a call center environment
• Provide professional and qualitative customer service in line with DHL standards
• Resolve customer queries per DHL standards and log them accurately in ERP
• Monitor and handle GenAI-driven emails with timely manual intervention
• Identify, analyze and resolve GenAI processing failures across systems
• Log GenAI fallout cases with root cause and resolution codes in ERP
• Coordinate with IT, Digital, and regional stakeholders for GenAI issues
• Analyze patterns in GenAI email fallouts and propose improvements
• Promote self-service options and ensure issues do not recur
• Handle required billing adjustments and liaise with billing teams

Skills

Call center experience

Telephone handling

Good communication

Customer service orientation

Education

University Diploma / Degree

Job description

DHL in Malaysia seeks an customer service professional to handle inbound queries across channels in a call center setting. You will log issues in ERP, support GenAI-driven workflows, and coordinate with IT and regional teams for escalation. University degree required with strong communication and customer service orientation.

Responsibilities include monitoring GenAI fallout cases, ensuring timely resolution, and promoting self-service options to enhance customer experience and billing accuracy.