Senior Duty Collection Specialist - GenAI & Automation

DHL Asia Pacific Shared Services Sdn Bhd; Selangor; On-site; MYR 78,000 - 123,000; Full time

Job summary

DHL Asia Pacific Shared Services Sdn Bhd invites applications for the Senior Associate - Advanced Duty Collection (ADC) role based in Malaysia. You will handle customer queries via calls and emails, logging all interactions in the ERP system with accuracy and care.

You will investigate GenAI-driven workflows, resolve fallout cases, and coordinate with IT, Digital, and regional teams to improve automation and prevent recurrence.

Responsibilities

• Handle customer queries from multiple channels promptly, especially inbound call
• and emails, in accordance with DHL service standards.
• Deliver professional and high‑quality customer service while ensuring accurate logging of all queries in the ERP system.
• Manage, monitor, and resolve customer emails that fall outside GenAI‑driven automation, providing timely manual intervention.
• Identify, analyze, and resolve issues in GenAI‑processed email workflows, including misclassification, incomplete extraction, language issues, and system integration errors.
• Ensure complete and accurate handling of GenAI fallout cases, including validating customer intent and correcting system errors.
• Log GenAI fallout cases with proper root‑cause and resolution codes to support reporting and continuous improvement.
• Collaborate with IT, Digital, Automation, and regional teams to escally and resolve systemic GenAI issues.
• Analyze recurring patterns in GenAI fallouts and recommend improvements to enhance automation accuracy.
• Promote self‑service options and ensure issues are resolved at the root to prevent recurrence.
• Coordinate across functions and process required billing adjustments.

Job description

DHL Asia Pacific Shared Services Sdn Bhd invites applications for the Senior Associate - Advanced Duty Collection (ADC) role based in Malaysia. You will handle customer queries via calls and emails, logging all interactions in the ERP system with accuracy and care.

You will investigate GenAI-driven workflows, resolve fallout cases, and coordinate with IT, Digital, and regional teams to improve automation and prevent recurrence.