Query Handler

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.

Join our team and discover how an international network that's focused on service, quality and sustainability, is able to connect people and improve lives through the power of global trade. And not just for our customers, but for every member of our team too. To learn more about our culture, motivated people and our purpose, please visitwww.dpdhl.jobs/express

Do you want to make a difference? Then come to our "Insanely Customer Centric" Team and become a Certified International Specialist!

Overall Role Purpose

• Ensure prompt, accurate, and professional resolution of all Billing and Receivables queries in line with country and regional standards.
• Act as the primary point of contact between customers and internal departments regarding billing disputes and account queries.
• Maintain high levels of customer satisfaction by delivering clear, timely, and effective communication.
• Support the improvement of billing accuracy and credit control processes through proactive feedback and collaboration with stakeholders.
• Analyze query trends and root causes to recommend and implement process improvements that enhance service quality.
• Ensure all queries are logged, tracked, and resolved within agreed service levels while maintaining complete and accurate records in SAP.
• Promote a high-performance service culture within the department by fostering teamwork, accountability, and continuous learning.
• Contribute to the company’s cash flow objectives by ensuring disputes and outstanding amounts are resolved quickly and effectively.
  
  
  

Your Tasks:

• Attend to all customer queries promptly and professionally.
• Handle and cascade complaints recorded via SAP.
• Understand and address customers’ concerns with quality solutions.
• Work together to ensure billing accuracy after receiving queries.
• Collaborate to improve billing processes.
• Credit Control & Collection Team:
• Provide feedback on query/dispute status.
• Suggest improvements in processes.
• Operations, Customer Service & Related Departments:
• Ensure timely and accurate resolution of queries/disputes.
• Spot potential problems affecting billing & collections.
• Consolidate and provide feedback for special billing issues.
• Log all queries in SAP accurately.
• Ensure queries are resolved according to country standards.
• Review query statistics and recommend improvement actions.
• Coordinate special reporting requests from customers accurately and on time.
• Monitor incoming queries to maintain service levels and call quality.
• Review and resolve disputes raised by customers.
• Analyse workflow and query types to design improved query handling models.
• Participate as a task force member in process improvement initiatives from the customer’s perspective.
  
  
  

Your Profile:

• Bachelor's degree holder in Accounting and Finance.
• Professional certification in accounting such as ACCA, CPA, CFA, CMA, etc. is an added advantage.
• Strong written and verbal communication skills are essential
• Strong Analytical skills
• SOCPA membership is mandatory.
• Advanced MS Office knowledge and skills and Intermediate Presentation skills.
• Advanced MS Excel skills and minimum of intermediate knowledge of formulas.
• Fluent in English, Arabic language is an added advantage.
• Critical thinking
• Mathematical skills
• Attention to detail
• Be an effective team player with ability to work under own initiative
• Effective problem-solving skills to identify and correct financial discrepancies
• Technical skills and experience using accounting software
• Knowledge of accounting standards and regulatory requirements
• Ability to work on a team and independently
• Strong organizational skills
• Have Completed a minimum of 18 months in the current role or have obtained pre-authorization from the line manager to apply.
  
  
  

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!