Senior Associate - Customer Query
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 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
Network:
Billing Team
- To identify query root cause and, ensure billing accuracy upon receipt of queries
Credit Risk Management and Collection teams
- To timely support/settlement of customer collection queries
- To facilitate AR collection and minimise disputed amounts and ageing for aged debt positions
Customer Service and overseas stations / HUB and Gateway (duty department)
- To liaise with 3rd party countries, customer service, operation, and commercial/sales when required
Lead / Supervisor
- On request, support the lead or supervisor on minor operational and/or reporting tasks
Key Requirement:
- Good telephone conversation/handling skills
- Good communication and conversational skills
- Call center experience
- High customer focus and service orientation
- University Diploma / Degree
