Senior Associate - Inbound Customer Support & AR Resolution

DHL Express; Petaling Jaya; On-site; MYR 35,000 - 52,000; Full time

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

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