Key responsibilities :

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Customers

\n\nTo 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\nTo provide professional and qualitative customer service in line with set DHL standards\nTo resolve customer’s queries in accordance with set DHL standards\nTo promply and accurately log queries in ERP system\nTo actively promote self service fonctionalities and / or ensure customer query is addressed structurally so that it does not re-occur\nTo ensure cross function liaison and handle required billing adjustments\nTo handle most complex escalations and manage the resolution.\n\n

Skilled Gen AI Expert to enhance our customer service operations by identifying improvements and errors in our processes.

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This role will focus on analyzing customer interactions across multiple channels, ensuring adherence to DHL standards, and leveraging AI technologies to optimize service delivery and customer satisfaction.

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- Analyze customer queries and interactions from various channels, including inbound calls and emails, to identify patterns and areas for improvement.

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- Utilize AI tools to assess the quality and efficiency of customer service responses, ensuring compliance with DHL standards.

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- Monitor and evaluate customer service processes to identify errors and discrepancies in query handling and resolution.

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- Implement AI-driven solutions to enhance error detection and minimize recurrence of issues.

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- Liaise with various departments to facilitate necessary billing adjustments and ensure seamless service delivery.

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- Work closely with IT and data analytics teams to implement AI solutions that support customer service improvements.

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- Support the management of customer escalation processes by providing insights and recommendations based on data analysis.

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- Maintain comprehensive documentation of findings, recommendations, and implemented improvements.

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- Prepare detailed reports for management to communicate progress and impact of AI initiatives on service quality.

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Qualifications/Skills:

\n\nMin Diploma and above \nLocal language(s) / Multi lingual (in Shared Service environment) \nTyping skills \nIntermediate level of English knowledge (DPDHL Business Language) preferred \nGood telephone conversation/handling skills \nGood communication and conversational skills \nCall center experience \nHigh customer focus and service orientation \n