Senior Associate - Advanced Duty Collection

DHL Express (Malaysia) Sdn Bhd

Malaysia, Selangor

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Posted 15 hours ago
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Job Description

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.

More Info

Job Type:

Permanent Job

Industry:

Logistics /Courier /Freight /Transportation

Function:

Customer Service

Employment Type:

Full time

About Company

DHL Express (Malaysia) Sdn BhdJob Source: careers.dhl.com

DHL is a German logistics company providing courier, package delivery and express mail service, which is a division of the German logistics firm Deutsche Post. The company group delivers over 1.6 billion parcels per year. DHL Express is market leader for parcel services in Europe and Germany's main Courier and Parcel Service.
The company DHL itself was founded in San Francisco, United States, in 1969 and expanded its service throughout the world by the late 1970s. In 1979, under the name of DHL Air Cargo, the company entered the Hawaiian islands with an inter-island cargo service using two DC-3 and four DC-6 aircraft. Adrian Dalsey and Larry Hillblom personally oversaw the daily operations until its eventual bankruptcy closed the doors in 1983. At its peak, DHL Air Cargo employed just over 100 workers, management and pilots.

Job ID: 147341821

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