- Petaling Jaya Selangor Malaysia
DHL Express Hiring! Full Time Senior Associate - Customer Query (UK) in Selangor - Ricebowl
Share
Save
Working Location
Job Description
Responsibilities
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:
Billing Team
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 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 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
Billing Team
- To identify query root cause and, ensure billing accuracy upon receipt of queries
- 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
- Good telephone conversation/handling skills
- Good communication and conversational skills
- Call center experience
- High customer focus and service orientation
- University Diploma / Degree
Important Information
Never provide your bank or credit card details when applying for jobs. Do not transfer any money or complete unrelated online surveys. If you see something suspicious, Report this Job ad.
Learn More