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全职 Senior Associate - Advanced Duty Collection 工作, 薪水, DHL Selangor 公司招聘中 - Ricebowl

Senior Associate - Advanced Duty Collection

DHL

Undisclosed

全职

Petaling Jaya, Selangor

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工作地点

  • Petaling Jaya Selangor Malaysia

职位描述

岗位职责

  • 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 escalate 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.

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