Query Handling Administrator

Job Reference: EX25005J2
Company: DHL International (Pty) Ltd.
Location: Johannesburg, Gauteng, 1621, South Africa
Job Type: Full-time | Permanent
Business Unit: Express
Closing Date: Not specified (apply early to avoid missing out)

Role Purpose:

To manage, investigate, and resolve customer enquiries received through multiple channels (calls, emails, system queries) in a professional, timely, and accurate manner. The role supports Accounts Receivable (AR), Credit & Collections (OTC), and contributes to effective query resolution and overall billing accuracy, improving customer satisfaction and cash collection.

Key Responsibilities:

📞 Customer Service & Query Resolution

Handle inbound and outbound customer calls and emails.
Log and track queries accurately in the ERP system.
Escalate unresolved or complex issues to AR Supervisors or Managers.
Support root cause analysis for recurring queries and implement preventative measures.
Promote self-service tools to customers.

💬 Billing & Collections Support

Work closely with Accounts Receivable, Billing, Customer Service, Sales, and Operations teams.
Remove query flags and propose payment-to-process (P2P) agreements once resolved.
Assist with minor billing adjustments and internal investigations.
Support AR query settlement to minimize disputed and aged amounts.

📊 Administration & Collaboration

Maintain proper records for compliance and audit requirements.
Support reports and ad hoc administrative tasks for team leads or supervisors.
Provide information and clarify internal policies to stakeholders.

Minimum Qualifications:

Matric / Grade 12 (Essential)
Post-Matric qualification in Finance or a related field (Preferred)

Required Experience & Skills:

1–3 years relevant experience in a customer service or financial admin environment
Experience in DHL Express or logistics industry (Advantageous)
Call Centre experience is essential
Strong verbal and written business communication skills
Excellent customer service orientation
Basic understanding of Accounts Receivable and Credit Control processes

CLICK HERE TO APPLY

Query Handling Administrator