DHL Express Türkiye
Linkedin · Posted 12d ago
Query Handling Frontline Advisor
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Indexed description
The Job:
- Responding to incoming calls to the Finance Communication Line and requests received through the shared email inbox in line with a professional service approach, customer expectations, and maximum customer satisfaction.
- Accurately analyzing customer-related financial requests, recording them in the relevant systems (GCCU and SAP), making the necessary referrals, and ensuring follow-up until resolution.
- Processing customer requests related to statement reconciliations, account statements, and refunds in a timely, accurate, and complete manner in accordance with company procedures.
- Coordinating the resolution process by promptly escalating customer requests that cannot be resolved during the first point of contact to the relevant departments.
- Supporting pre-billing and post-billing processes when required, contributing to operational continuity and efficiency.
- Encouraging customers to effectively use self-service solutions, particularly MyBill, and providing support in resolving any issues encountered during usage.
- Analyzing the root causes of recurring customer requests and issues and contributing to continuous process improvement initiatives.
- Actively contributing to initiatives aimed at enhancing customer satisfaction, billing quality, and process efficiency in line with the ICCC (Insanely Customer Centric Culture) approach.
- Adhering to departmental performance targets and daily work plans to ensure service excellence and operational effectiveness.
- Delivering services in compliance with quality standards and company procedures, contributing to an enhanced customer experience and efficient finance operations.
- Bachelor’s degree.
- Good command of written and spoken English and Turkish.
- Proficient in MS Office applications.
- Strong analytical thinking and problem-solving skills.
- Customer and results-focused.
- Good planning and organizational skills.
- Able to work under pressure, careful, and detail-oriented.
- Strong communication and persuasion skills over the phone.
- Team-oriented.
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