Job Description

Key Responsibilities:

Customers

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 promply 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 most complex billing related queries and involve in customer interactions (incl customer visits as required by management)

Billing Team

To identify query root cause and, ensure billing accuracy upon receipt of queries

Credit Risk Management and Collection teams

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

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

+ To liaise with 3rd party countries, customer service, operation, and commercial/sales when required

Lead / Supervisor

On request, support the lead or supervisor on minor operational and/or reporting tasks

Key Requirements

Min Diploma and above Local language(s) / Multi lingual (in Shared Service environment) Typing skills Intermediate level of English knowledge (DPDHL Business Language) preferred Good telephone conversation/handling skills Good communication and conversational skills Call center experience * High customer focus and service orientation