Senior Associate - Customer Query (UK Shift)

Senior Associate - Customer Query (UK Shift)

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 err...