Senior Associate, Customer Queries & GenAI Support

DHL Asia Pacific Shared Services Sdn Bhd; Petaling Jaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading logistics company in Malaysia is seeking a Senior Associate for Customer Query handling in a call center environment. The role requires strong communication skills, customer service orientation, and experience in managing queries across channels. Responsibilities include addressing customer inquiries, resolving automation issues, and ensuring accurate logging of queries in ERP systems. A University Diploma/Degree is essential. This position offers opportunities to work in a vibrant and dynamic setting with a commitment to innovation.

Responsibilities

• Ensure customer queries are attended promptly across multiple channels.
• Provide professional customer service in line with DHL standards.
• Log queries accurately in the ERP system.
• Identify and resolve GenAI email workflow failures.
• Liaise with IT and regional stakeholders to address systemic issues.
• Analyze email fallout patterns to enhance automation accuracy.
• Support billing adjustments and settlement of customer queries.

Skills

Telephone conversation skills

Communication skills

Customer focus

Call center experience

Service orientation

Education

University Diploma / Degree

Job description

A leading logistics company in Malaysia is seeking a Senior Associate for Customer Query handling in a call center environment. The role requires strong communication skills, customer service orientation, and experience in managing queries across channels. Responsibilities include addressing customer inquiries, resolving automation issues, and ensuring accurate logging of queries in ERP systems. A University Diploma/Degree is essential. This position offers opportunities to work in a vibrant and dynamic setting with a commitment to innovation.