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...