Query Handling Executive

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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.

• 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

DHL Express (Hong Kong) Limited / DHL Aviation (Hong Kong) Limited (“DHL”) is committed to protecting and respecting your privacy in accordance with the Personal Data (Privacy) Ordinance of Hong Kong (the “Ordinance”) and DHL’s Personal Data Protection Policy (Express) (the “Policy”) at https://www.dhl.com/hk-en/home/footer/local-privacy-notice.html

By proceeding to respond to this recruitment advertisement, you consent that we may use, retain, process, transfer or otherwise handle the personal data that we collect from you for recruitment, application processing, assessment and communication purposes (including any other purposes directly related thereto) in accordance with the Policy.

All personal data of unsuccessful applicants will be retained for future recruitment purposes for a period of not more than two (2) years after which such data will be destroyed.

You have the right at any time to make a data access or correction request concerning your personal data held by us. In addition, you may request us to delete your personal data that is no longer required for the relevant purposes which you have given consent. Should you wish to exercise such rights or have any question in relation to your personal data or the Policy, please contact our Human Resources Division in writing.

DHL is committed to equal opportunity and rejects any forms of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience. Click Apply Now to submit your application!