Query Handling Executive

About the role

The Query Handling Executive will join DHL Express' finance support team in Hong Kong, providing high‑quality assistance to customers via a dedicated query hotline. You will act as the first point of contact for billing and receivable questions, ensuring timely and accurate resolutions.

Key responsibilities

• Answer inbound calls and emails related to finance queries, maintaining consistent service standards.
• Initiate outbound calls to follow up on pending queries and ensure timely closure.
• Collaborate with internal departments to resolve billing issues and provide accurate information.
• Handle customer complaints professionally and propose appropriate solutions.
• Prepare analysis and statistical reports on recurring query patterns.

Required profile

• Diploma or higher, preferably in Accounting, Finance or Business.
• Minimum 2 years of customer service experience, ideally in logistics or a call‑center environment.
• Strong written and verbal communication skills in English, Cantonese and Mandarin.
• Detail‑oriented, analytical mindset with a focus on continuous improvement.

Required skills

• Proficiency with MS Office applications.
• Knowledge of PowerApp, PowerAutomate and PowerBI is an advantage.