Query Investigation Agent- Accounts Receivable

Job purpose:

 To handle, investigate and resolve customer enquiries in an accurate, professional and timely matter. To provide high customer quality standards and, enable effective accounts receivable collection. 

Key activities:
  • 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 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 adjustments
  • To manage customer escalation process when it occurs and take charge of resolution
  • To act as a billing related subject matter expert within Accounts Receivables
  •  To support resolution of more complex billing related queries and involve in customer interactions
Required competencies:
  • Analytical skills
  • Business communication
  • DPDHL business knowledge
  • Relationship management
  • Knowledge of DPDHL financial policies
  • Knowledge of financial metrics and tools
  • Knowledge of accounting standards and legal requirements regarding financial processes
  • Good telephone conversation/handling skills
  • Good communication and conversational skills
  • High customer focus and service orientation
  • Good MS excel knowledge
  • Local language(s) / Multi lingual (in Shared Service environment)
  • Tertiary education
  • Intermediate level of English knowledge (DPDHL Business Language) preferred

In de Stichting Customer Service Valley werken overheid, bedrijfsleven en onderwijs samen om, onder meer met opleidingstrajecten, kennisdeling, innovatie en verdere professionalisering van het vakgebied, Zuid- Limburg als customer service regio verder te versterken.