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

Stakeholders:

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Billing Team

\n\nTo identify query root cause and, ensure billing accuracy upon receipt of queries\n\n

Credit Risk Management and Collection teams

\n\nTo timely support/settlement of customer collection queries\nTo facilitate AR collection and minimise disputed amounts and ageing for aged debt positions\n\n

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Customer Service and overseas stations / HUB and Gateway (duty department)

\n\nTo liaise with 3rd party countries, customer service, operation, and commercial/sales when required\n\n

Lead / Supervisor

\n\nOn request, support the lead or supervisor on minor operational and/or reporting tasks \n

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