Query Investigation Agent - Accounts Receivable
DHL International GmbH
Limburg
7 dagen geleden

Job purpose :

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

Key activities :

  • 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 promptly and accurately log queries 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 act as a billing related subject matter expert within Accounts Receivables
  • To support resolution of more complex billing related queries and involve in customer interactions
  • Required competencies :

  • Analytical skills
  • Business communication
  • DPDHL business knowledge
  • Relationship management
  • Knowledge of DPDHL financial policies
  • Knowledge of financial metrics and tools
  • Knowledge of accounting standards and legal requirements regarding financial processes
  • Good telephone conversation / handling skills
  • Good communication and conversational skills
  • High customer focus and service orientation
  • Good MS excel knowledge
  • Qualifications :

  • Local language(s) / Multi lingual (in Shared Service environment)
  • Tertiary education
  • Intermediate level of English knowledge (DPDHL Business Language) preferred
  • Local grade : 3

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