Job purpose
To handle, investigate and resolve customer enquiries from multiple channels in an accurate, professional and timely matter with moderate supervision. To provide high customer quality standards and, enable effective accounts receivable collection. Support administration of Credit & Collections / Accounts Receivable (OTC) activities and tasks to handle, investigate and resolve customer enquiries, maintain records and achieve compliance in line with internal and external policies and standards, regulations and compliance requirements.
Key tasks
Support administration of Credit and Collections and Accounts Receivable OTC activities and tasks under moderate supervision
To ensure customer queries from multiple channels are attended to, promptly in line with set standards with dedicated attention on inbound calls and emails in call center environment as well as outbound calls as necessary to address and resolve queries
To contribute knowledge and expertise toward resolving reoccurring queries
To provide professional and qualitative customer service in line with set DHL standards
To resolve customer’s queries in accordance with set DHL standards – including internal investigations and adherance to required internal procedures. This inludes contacting of customers outbound communication
To promptly 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 adjustment
To escalate queries to senior AR Query Inventigation Agents / AR Query Investigation Supervisors / OTC/AR Manager when the issue cannot be easily and quickly resolved without supervision
Should the query be easily and quickly resolved, remove query classifiaction on relevent invoices and propose that the customer agree a P2P and if confirmed by the customer to log it into ERP system as a note along with requisite details- To support resolution of more complex billing related queries and involve in customer interactions.
Education & Experience
Bac+3 Finance, accountancy or other
1-3 years of seniority
Intermediate level of English