AR Query Investigations Agent

1 Sep 2026 AR Query Investigations Agent at DHL Express

• Support administration of Credit and Collections and Accounts Receivable OTC activities and tasks under moderate supervision • To ensure customer queries from multiple channels are attended to, promptly in line with set standards with dedicated attention on inbound calls and emails in call center environment as well as outbound calls as necessary to address and resolve queries • To contribute knowledge and expertise toward resolving reoccurring queries • To provide professional and qualitative customer service in line with set DHL standards • To resolve customer’s queries in accordance with set DHL standards – including internal investigations and adherance to required internal procedures. This inludes contacting of customers outbound communication • To promptly and accurately log queries in ERP system • To actively promote self service functionalities and / or ensure customer query is addressed structurally so that it does not re-occur • To ensure cross function liaison and handle required billing adjustments • To escalate queries to senior AR Query Inventigation Agents / AR Query Investigation Supervisors / OTC/AR Manager when the issue cannot be easily and quickly resolved without supervision • Should the query be easily and quickly resolved, remove query classifiaction on relevent invoices and propose that the customer agree a P2P and if confirmed by the customer to log it into ERP system as a note along with requisite details • To support resolution of more complex billing related queries and involve in customer interactions