Senior Associate - Customer Query

DHL; Selangor; 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 during UK shifts. This role focuses on managing customer queries effectively across multiple channels, ensuring adherence to service standards, and dealing with issues arising from GenAI automation. The ideal candidate will have call center experience, strong communication skills, and a customer-oriented approach, all crucial for delivering high-quality service in a fast-paced environment.

Responsibilities

• Attend promptly to customer queries from multiple channels.
• Provide professional customer service according to DHL standards.
• Resolve customer queries accurately and efficiently.
• Log customer queries in the ERP system.
• Monitor customer emails affected by GenAI automation.

Skills

Good telephone conversation/handling skills

Good communication and conversational skills

Call center experience

High customer focus and service orientation

Job description

Senior Associate - Customer Query (UK Shift)

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 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:

• 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
• 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

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