Query Handler

**YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS.**

Would you like to become part of the world's most international company in the world?

A company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet.

Do you want to make a difference? Then come to our "Insanely Customer Centric" Team and become a Certified International Specialist

**Role Purpose**
To handle, investigate and resolve customer enquiries from multiple channels in an accurate, professional and timely matter. To provide high customer quality standards and, enable effective accounts receivable collection.

**PRINCIPAL ACCOUNTABILITIES**

**External**
- 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 centre 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 log queries promptly and accurately in ERP system
- To actively promote self-service functionalities and / or ensure customer query is addressed structurally so that it does not re-occur
- To ensure cross function liaison and handle required billing adjustments
- To manage customer escalation process when it occurs and take charge of resolution
- To support resolution of more complex billing related queries and involve in customer interactions

**Internal**
- To perform root cause analysis and, ensure billing accuracy upon receipt of queries
- To timely support settlement of customer collection queries
- To facilitate AR collection and minimize disputed amounts and ageing for aged debt positions

**Process**
- Incoming Call processing
- Incoming (e-) Mail & E-billing file processing
- Copy Documentation processing
- Transport costs query resolution
- Duty/VAT costs query resolution
- Master data query resolution
- Credit/Debit note processing (where applicable)

**Knowledge, Skills & Experience**
- Bachelor’s Degree in Business administration or relevant field.
- 2 to 4 years in any financial role / Preferred A/R Knowledge and experience.

OUR OFFER:
- Strong career support in an international environment.-
- Great culture and colleagues.-
- Multifarious benefit programm.