Query Handling Agent

Hong Kong SAR DHL Express req61590 10/12/2018

Working Location: Kowloon Bay

Reporting to Query Handling Supervisor, you will be responsible for providing quality service to our customers through our query hotline.


  • Resolve incoming billing and receivable queries from customers and maintain consistent and high quality service standard
  • Make outbound calls to customers for timely queries follow up
  • Liaise with internal departments to ensure proper handling of queries
  • Manage customer escalation and complaints and take charge of resolution
  • Assist in performing root cause analysis on repetitive billing errors


  • Diploma holder with 3 years’ experience in high volume hotline environment
  • Effective communication and telephone handling skills
  • Customer-oriented and able to solve customer problems independently
  • Detail-minded, analytical and possess a mindset of continuous improvement
  • Able to liaise with external customers as well as internal parties and work under pressure
  • Good command of spoken and written English and Chinese (Cantonese and Mandarin)
  • Proficient PC skills, especially in MS Office, preferably with knowledge in MS Access

    Facts and Figures

    • Business Unit

      DHL Express Hong Kong

    • Travel Required

      No Business Travel

    • Employment Type

      Permanent Full-Time

    • Work Permit Required