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