Senior Associate - Customer Query

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

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 escalated 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)

• To liaise with 3rd party countries, customer service, operation, and commercial/sales when required

Lead / Supervisor

• On request, support the lead or supervisor on minor operational and/or reporting tasks

Key Requirement:

• Good telephone conversation/handling skills

• Good communication and conversational skills

• Call center experience

• High customer focus and service orientation

• University Diploma / Degree