Job Description

Job Title – QUERY HANDLING EXECUTIVE Introduction DHL is a leading global brand in the logistics industry. DHL’s family of divisions offers an unrivalled portfolio of logistics services, ranging from national and international parcel delivery, international express, road, air and ocean transport, to industrial supply chain management. With its unrivalled presence in developing markets, DHL is decisively positioned as “THE logistics company for the world”. DHL Express is a company that pioneered cross-border express delivery in 1969 & now is active in more than 220 countries and territories worldwide. We connect people and improve their lives. And we do it by being uncompromisingly customer-centric and delivering excellence day in and day out. By bringing people together and making life simpler – for our customers, our employees, our investors, and our society – we help make the world a better place. Role Descriptor DHL Express is looking for a Query Handling Executive to join and lead our team. He/she will be responsible to receive customer calls promptly and Resolve Customer Queries accurately and within the time frames specified by regional guidelines. Role Details

• Role title : Query Handling Executive
• Corporate/Business : DHL Express
• Department/Function : Finance & Administration
• Job family : EXP IN Credit Control & Collection
• Reports to : Supervisor / Team Leader

Key Responsibilities He/she will have to perform the following key activities:

• Customers:

• Ensure customer calls are received promptly.
• Ensure customer queries are attended promptly and communications are handled in a professional manner.
• Ensure commitments to customers are met promptly.
• Customer satisfaction.
• GCCU(telephone) system reports.

• Billing Team:

• Work together to ensure billing accuracy upon receipt of queries.

• Credit Control Team and Cross Functions:

• Timely support/settlement of customer queries/ disputes.
• Work together to manage customer’s credit account status.
• Customer Service and overseas stations:
• Liaise on billing queries from other stations of origin.
• Ensure Billing accuracy and Timely resolution of queries/ disputes.

• Query Handling:

• Receive customer “query” call promptly.
• Resolve customer’s queries from multiple channels promptly.
• Resolve customer queries received on email
• Book Query’s / Dispute in SAP.
• Support the provision of special reporting requests by customers in an accurate and timely manner.
• Ensure all queries are resolved in accordance with regional standards.
• Ensure effective and efficient logging of all queries.
• Cross function liaison to handle billing adjustments attributed by customers.
• Retrieve and follow-up undelivered documentations upon request by customers.
• Handle inbound HAWB (house air way bill) attachment request.
• Track shipment documents through different channels.
• Communicate and liaise with overseas DHL locations for special customer queries.
• Regional standards for query resolution are met.

• Incumbent has no direct reports and authority over country line and functional personnel.
• He/she must demonstrate ability to influence decisions/actions through provision of value-added inputs into the organisation’s business processes.

Skills Required

• Good communication and conversational skills in local language(s).
• 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.
• Basic software skills (e.g.: Word, Excel, PowerPoint, etc.).
• Basic knowledge in both billing & credit policy.
• Basic knowledge in shipment flow (including tracing records).
• Basic product and tariff knowledge.

Profile Requirements (Experience/Certifications/Qualifications/Licenses)

• 1 year working experience preferred but not essential.
• He/she should have a Bachelor’s degree.

Profile Requirements (Experience/Certifications/Qualifications/Licenses)

• 1 year working experience preferred but not essential.
• He/she should have a Bachelor’s degree.