Query Handler

(23007K7)
Saudi Arabia-Eastern Province-Al Khobar | Full-time | Permanent | Flexible
Working Times

Role Profile
Organizational Background Information

Role title

Query Handler

Corporate Division

Express/Logistics

Business Division

Express/Logistics

Business Unit

Finance & Administration

Role Purpose

Ensure the prompt and professional resolution of Billing and Receivables
Queries within the time frames specified by country and regional guidelines.

Reports To (Direct)

Credit Customer Accounting Manager

Reports To (Dotted Line)

Band/Grade

Date approved

Scope of Role
Accountabilities

Key activities

Overall goals / Typical measures

Customers - External

DHL Customers
§ Ensure all queries by customers are attended promptly and communication is
handled in a professional manner.
§ Handle and cascade complaints recorded via SAP.
§ Understand customers' concern to ensure customers' needs are understood &
fulfilled with quality solutions.

§ Customer satisfaction.

Stakeholders - Internal

Billing Team
§ Work together to ensure billing accuracy upon receipt of queries.
§ Liaise to improve billing processes and accuracy.

Credit Control and Collection Team
§ Work together to provide feedbacks regarding the status of queries/disputes
and to look for room improvement.

Operation, CS and related departments
§ Work together to ensure the timely and accurate resolution of billing
queries/disputes.
§ Spot potential problem to improve billing & collections.

§ Consolidate and provide feedback for special billing issues.

§ Billing accuracy.
§ Timely resolution of queries/disputes.

Process

Query Handling Management
§ Ensure effective logging of all queries done in SAP
§ Ensure queries resolved adhering to country standards.
§ Review Query Statistics and recommend appropriate actions to improve
performance.
§ Coordinate special reporting requests by customers to ensure completion in
an accurate and timely manner.
§ Monitor incoming queries to ensure information accuracy and maintain grade
of service an on-going call quality improvement.
§ Review and resolve disputes raised from customers.
§ Study the workflow and analysis the query type in-order to design a query
handling model.
§ Study and review workflow in order to meet customer expectation and increase
service quality, for example, study the cash underpaid collection work flow.
§ Be a main task force member (on program basis) to improve work process from
customers' standpoint and ensure the outcome can meet customers' expectation.

§ Country standards for query resolution are met.

People - Management

§ Develop a high performance service culture within the functional department.
§ Consult line supervisor with performance appraisal.
§ Identify training needs and opportunities to develop a highly skilled
functional department.

§ Employee accountability and performance.

YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR
CUSTOMERS.
Would you like to become part of the world's most international company in the
world?
A company that pioneered cross-border express delivery in ‎1969 and is now
active in more than ‎220 countries and territories worldwide. Do you want to be
part of a company that connects people worldwide? And the more people we
connect, the better life will be on our planet.
Do you want to make a difference? Then come to our "Insanely Customer Centric"
Team and become a Certified International Specialist!
YOUR TASKS:
* Identify, develop and maintain favorable contact with high level decision makers including C-suite level and work to understand strategic business challenges while developing a business fit between DGF and the customer.
* Focus is on delivering Customer Satisfaction by leveraging the organization's network and ensuring all stakeholders are engaged.
* Develop proposals and sales plans that support increased sales from targeted prospects.
Skills / Qualifications

Key capabilities

Skills
§ Technical Skills (Computerised account receivable SAP systems)
§ Software skills (Word, Excel)
§ Communication skills.
§ Call centre management skills.
§ Training skills.
§ Good telephone handling skills.
§ Details knowledge of present services processes.
§ Knowledge in billing & credit policy.
§ Customer focus.

Competencies
Competency segment 'Business'
Planning & Organizing: Sets clear and realistic goals and objectives.
Establishes a course of action and a sequence of steps to ensure that
activities and objectives are efficiently achieved. Is structured with good
personal organization. Schedule time effectively and uses efficient work
methods and tools.
Decision Making: Makes timely and appropriate choices based on accurate
analysis and experience. Uses sound judgment even in conditions of
uncertainty. Anticipates impact of decisions and plans how to manage risk.
Results Orientation: Continually seeks to accomplish critical tasks with
measurable results. Overcomes obstacles and makes adjustments to achieve
results. Focuses self and others to achieve targets aligned with business
goals.

Competency segment 'Leadership'
Teamwork: Works cooperatively with others to achieve target and
objectives. Accomplishes own tasks in support of team goals and actively
offers to help colleagues. Supports group decisions.

Competency segment 'Personal'
Accountability: Acts responsibly. Can be counted on to keep commitments.
Complies with the intent of policies, procedures and agreements. Builds
others' trust in own professionalism, integrity, expertise and ability to get
results.
Communication: Provides both verbal and written information in a timely,
clear and concise manner. Expresses ideas effectively, adjusting style, tools
and mode to the needs of others. Listens attentively, and summarizes or asks
questions, when needed, to clarify information.
Self Management: Remains calm, objective and controlled in responding to
urgent or demanding situations. Maintains effective performance under
pressure. Stays positive.

Expected years of experience

§ ‎3-‎5 years relevant experience.

Educational Qualifications

§ A level (or equivalent).

YOUR PROFILE:
* Exhibits an exceptional degree of ingenuity, creativity, resourcefulness and empathy.
* Analyzes and resolves complex cross-functional issues.
* Well-developed relationship skills and ability to network with multiple levels of an organization and other business units.
* Typically requires BS/BA in related discipline and/or ‎10-‎15 years of experience in Ocean Freight Forwarding / Ocean carriers / high volume retailers with Ocean Freight business in the area of transportation, logistics or supply chain.
OUR OFFER:
* Strong career support in an international environment.
* Great culture and colleagues.
* Multifarious benefit programm.
Do you see a personal challenge in these versatile and responsible tasks? Then
apply now!
We look forward to receiving your application!
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