Senior Associate - Customer Query

DHL Express

Petaling Jaya

On-site

MYR 35,000 - 52,000

Full time

2 days ago

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Job summary

DHL Express in Malaysia is seeking a customer service professional to handle inbound calls and emails within a call center environment, delivering timely, accurate responses and upholding DHL service standards. The role includes supporting accounts receivable, resolving GenAI-driven email fallouts, logging queries in ERP, and coordinating with IT and regional teams to improve automation.

A university diploma/degree and prior call center experience are required; strong communication and customer

Qualifications

Experience in a call center or customer service role.
Strong verbal and written communication skills.
Ability to remain professional under pressure.

Responsibilities

Handle inquiries from multiple channels with inbound calls and emails in a call center.
Provide high quality customer service in line with DHL standards.
Log queries accurately in ERP system and track resolution.
Resolve complex escalations and ensure end-to-end resolution.
Log GenAI automation fallout cases and coordinate with IT and regional teams.

Skills

Call center experience

Telephone handling

Communication skills

Customer focus

Problem solving

Education

University Diploma / Degree

Job description

To handle, investigate and resolve customer enquiries in an accurate, professional and timely manner within the scope of an inbound call/contact center environment. To provide high customer quality standards and, enable effective accounts receivable collection. To handle most complex escalations and manage the resolution.

Key Responsibilities

To ensure customer queries from multiple channels are attended promptly in line with set standards with dedicated attention on inbound calls and (e-) mails in call center environment
To provide professional and qualitative customer service in line with set DHL standards
To resolve customer’s queries in accordance with set DHL standards
To promply and accurately log queries in ERP system
To monitor and handle customer emails falling out from GenAI‑driven automation processes, ensuring timely manual intervention and adherence to DHL service standards.
To identify, analyze and resolve failures in GenAI‑processed email workflows, including misclassification, incomplete data extraction, language interpretation issues, or integration errors across systems.
To ensure accurate and complete handling of GenAI fallout cases, including validation of customer intent, correction of system errors, and end‑to‑end resolution of customer queries.
To log GenAI automation fallout cases accurately in the ERP and tracking systems, including root cause classification and resolution codes to support reporting and continuous improvement.
To liaise with IT, Digital, Automation, and regional stakeholders to elevate systemic GenAI issues and support corrective and preventive actions.
To analyze patterns and recurring themes in GenAI email fallouts and provide insights and recommendations to enhance automation accuracy and coverage.
To actively promote self service fonctionalities and / or ensure customer query is addressed structurally so that it does not re-occur
To ensure cross function liaison and handle required billing adjustments

Network

Billing Team

To identify query root cause and, ensure billing accuracy upon receipt of queries

Credit Risk Management and Collection teams

To timely support/settlement of customer collection queries
To facilitate AR collection and minimise disputed amounts and ageing for aged debt positions

Customer Service and overseas stations / HUB and Gateway (duty department)