COMPANY INTRODUCTION
Địa điểm: Hồ Chí Minh - Loại hình công ty: Công ty nước ngoài - Lĩnh vực kinh doanh: Logistics, Xuất Nhập Khẩu, Vận Tải, Chuyển Phát Nhanh - Quy mô công ty: Lớn (>= 250 người có BHXH) - Website: [protected info]
DHL - The Logistics company for the world DHL is the global market leader in the logistics industry and "The Logistics company for the world". DHL commits its expertise in international express, air and ocean freight, road and rail transportation, contract logistics and international mail services to its customers. A global network composed of more than 220 countries and territories and about 300,000 employees worldwide offers customers superior service quality and local knowledge to satisfy their supply chain requirements. DHL accepts its social responsibility by supporting climate protection, disaster management and education. DHL is part of Deutsche Post DHL. For the latest news and happenings about DHL in Asia Pacific, visit [protected info].
Nhân Viên Query Handler
Địa điểm: Hồ Chí Minh - Tính chất công việc: Toàn thời gian - Chuyên môn: Xuất nhập khẩu, Logistics - Kinh nghiệm: Không cần kinh nghiệm - Đừng lo! Chúng tôi sẽ đào tạo bạn từ đầu. Có kinh nghiệm là điểm cộng! - Mức lương: Thỏa thuận
JOB DESCRIPTION
Role purpose: To
handle, investigate and resolve customer enquiries from multiple channels in an
accurate, professional and timely manner.
To provide high customer quality standards and enable effective accounts
receivable collection.
Customers
To ensure customer queries from multiple channels are
attended promptly in line with set standards with dedicated attention to
inbound calls and (e-) mails in call centre 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 the ERP system
To actively promote self-service functionalities and/or
ensure customer queries are addressed structurally so that they do not recur
To ensure cross-functional liaison and handle required
billing adjustments
To manage the customer escalation process when it occurs
and take charge of resolution
To act as a billing-related subject matter expert within
Accounts Receivable
To support resolution of more complex billing-related
queries and be involved in customer interactions
Stakeholders
Billing
Team
To perform root cause analysis and, ensure billing
accuracy upon receipt of queries
Risk Management and
Collection teams
To timely support settlement of customer collection queries
To facilitate AR collection and minimise disputed amounts and ageing for
aged debt positions
Customer
Service and overseas stations / HUB and Gateway (duty department)
To liaise with 3rd party countries, customer service, operations,
and commercial/sales when required
Process
List of
processes as per AR GOM/ROM 1.[protected info])
Incoming Call processing
Incoming (e-) Mail & E-billing file processing
Copy Documentation processing
Transport costs query resolution
Duty/VAT costs query resolution
Claim/Commercial Gesture processing
Master data query resolution
Credit / Debit note processing (where applicable)
REQUIREMENTS
College
diploma or equivalent
Good
telephone conversation/handling skills
Good
communication and conversational skills
High
customer focus and service orientation
Good
MS Excel knowledge
ntermediate level of English
BENEFITS
Strong
career support & lots of opportunities in an international environment
Professional
coaching & feedback culture
Respect
and Results Culture
Multifarious
engagement activities under "Best Day Everyday Everyday" our Health &
Well-being program.
HOW TO APPLY
Submit your application via the APPLY NOW button below.
Deadline: 23:59 10/11/2026
Note: Only selected candidates will be contacted (via email). Make sure that your email and Spam/ Promotions box are checked regularly so that you will not miss any notifications from us.
APPLY NOW
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