Senior Associate - Customer Query

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

Senior Associate - Customer Query (UK Shift)

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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 promptly 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 escalate 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 functionalities 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: 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

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

Application questions

• Which of the following statements best describes your right to work in Malaysia?
• What’s your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years' experience do you have as a senior associate?
• Have you worked in a call centre before?
• Do you have customer service experience?

About Us

With a global team of 6000+ IT professionals, DHL IT Services connects people and keeps the global economy running by continuously innovating and creating sustainable digital solutions. We work beyond global borders and push boundaries across all dimensions of logistics. You can leave your mark shaping the technology backbone of the biggest logistics company of the world. Our offices in Cyberjaya, Prague, and Chennai have earned #GreatPlaceToWork certification, reflecting our commitment to exceptional employee experiences.