Senior Associate - Customer Query (UK)

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:

• 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 GenAIdriven automation processes, ensuring timely manual intervention and adherence to DHL service standards.
• To identify, analyze and resolve failures in GenAIprocessed 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 endtoend 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