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 fonctionalities 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 handle most complex escalations and manage the resolution.
Stakeholders:
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
