About this role
DHL Express - Connecting People Through Quality and Exceptional Service DHL, a leader in express delivery since 1969, operates in over 220 countries and territories. We strive to be the Employer of Choice and a Great Company to Work for All, creating value for our People, Leaders, Customers, Suppliers, and Communities. Recognized as the No. 1 World’s Best Workplace™ by Great Place to Work and Fortune Magazine, we maintain the highest standards of excellence. We are transforming our operations by embracing digitalization and prioritizing sustainability. Our commitment to diversity, equity, inclusion, and belonging ensures that every individual’s contributions are valued. Join our "Insanely Customer Centric" Team and become a Certified International Specialist—together, we can make a meaningful impact. Start YOUR career with DHL today!
RCS Grade N Work Location: Ngau Tau Kok, Hong Kong
Reporting to Query Handling Support Manager, you will be responsible for providing quality service to our customers through our finance-related query hotline.
YOUR TASKS
• Handle incoming calls and emails (finance-related queries, e.g. billing and receivable questions) from customers and maintain consistent and high quality service standard. • Make outbound calls to customers for timely queries follow up. • Liaise with internal departments to ensure proper handling of billing queries. • Handle customer complaints and provide appropriate solutions in a professional manner. • Assist in performing analysis and performance statistical reports on repetitive queries.
YOUR PROFILE
• Diploma holder or above, preferably in Accounting, Finance or Business related disciplines. • At least 2 years’ customer service experience, preferably in logistics industry or with call centre experience is an advantage • Effective communication in both telephone and email handling skills • Customer-oriented and good problem-solving skills • Detail-minded, analytical and possess a mindset of continuous improvement • Good command of spoken and written English and Chinese (Cantonese and Mandarin) • Proficient PC skills (including MS Office), knowledge in PowerApp, PowerAutomate, PowerBI will be an advantage
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