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Senior Associate - Advanced Duty Collection
Petaling Jaya, Selangor, Malaysia; Petaling Jaya, Selangor, MalaysiaPosted 6 days ago
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.