About this role
Job Purpose
Execute and manage Advanced Duty Collection activities customer query handling related to duty billing, dispute resolution and payment follow-ups, ensuring accuracy, compliance and timely customer resolution in line with DHL policies.
Key Accountabilities
· Handle end‑to‑end Advanced Duty Cash (ADC)cases, including duty-related invoice clarification, adjustments, and dispute resolution · Manage inbound and outbound customer interactions (calls and emails) related to duty billing, online payment, and invoice queries · Resolve complex customer and internal billing queries within agreed service level agreements (SLAs) · Coordinate resolution of duty billing, sales, customs, and operational disputes impacting invoice accuracy and settlement · Support duty-related collection activities, including follow-up on overdue invoices in line with DHL policies · Ensure billing accuracy prior to or during collection actions to enable effective and compliant debt recovery · Perform case-based analysis to identify root causes of recurring duty billing issues and contribute to corrective actions · Liaise with Customer Service, Operations, Sales, Customs, AR teams, and third-party countries to facilitate timely resolution · Manage customer escalations and ensure end-to-end ownership until closure · Maintain accurate documentation and records in billing and AR systems in accordance with DHL policies and audit requirements
Decision Making & Autonomy Operates within defined policies and procedures, exercising judgment on case-based decisions and escalating non-standard cases per guidelines.
Key Stakeholders DHL Express Customers; AR & Billing Teams; Customer Service; Operations; Sales; Customs; Management
Education & Experience Diploma or Degree in Accounting, Finance, Business or equivalent experience; 2–4 years in AR, Credit Collection, CQ or SSC environment is an advantage. Skills & Knowledge Billing and credit knowledge; customer handling; dispute management; analytical and communication skills.
Language Requirements English (mandatory); additional languages an advantage.