Customer Enquiry Officer null

Responsibilities

• 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 the 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 promptly and accurately log queries in the 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)
• 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
• To liaise with 3rd party countries, customer service, operation, and commercial/sales when required
• On request, support the lead or supervisor on minor operational and/or reporting tasks.

Qualifications and Skills

• Diploma, Degree holder or equivalent years working experience in customer service, preferably in Shared Services environment.
• Good communication and conversational skills, in both oral and written English and any other local language.
• Good telephone conversation/handling skills.
• Good customer handling skills.
• A team player.
• Service-oriented.
• Strong problem-solving skills.
• Able to handle stress.
• Able to work independently.
• Advanced MS Office Skills.
• Basic knowledge in both billing & credit policy.
• Basic knowledge in shipment flow (including tracing records).
• Basic product and tariff knowledge.