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 to enable effective accounts receivable collection. To handle most complex escalations and manage the resolution.

Key Responsibilities

• Ensure customer queries from multiple channels are attended promptly in line with set standards with dedicated attention on inbound calls and (e-)mails in a call center environment
• Provide professional and qualitative customer service in line with set DHL standards
• Resolve customer’s queries in accordance with set DHL standards
• Promptly and accurately log queries in ERP system
• Monitor and handle customer emails falling out from GenAI‑driven automation processes, ensuring timely manual intervention and adherence to DHL service standards
• Identify, analyze and resolve f...