Query Handling Agent
3 months ago
Role Profile- Role Details- Role Title- Query Investigation Agent- Reports to (title)- AR Query Investigation Team Leader / Supervisor- Corporate / Business Division- Express- Business Unit- Express- Career Function- Finance- Job Family- Accounts Receivable- Career Level- 1- Geographical scope- Country / Sub-Regional- Grade- 7 8- Role Purpose- To handle, investigate and resolve customer enquiries from multiple channels in an accurate, professional and timely matter. To provide high customer quality standards and, enable effective accounts receivable collection.- Date Profile Approved- Novmber 2014-
- Global AR Process Tower- Scope of Role- Revenue of own unit [year]- Number of countries covered [year]- No. of FTEs [Total FTEs
in own area of responsibility]- Direct/Dotted Line reports [only first level of reports into the role]- n/a- n/a- n/a- n/a- Budget responsibility (including personnel cost)
in m or bn € [year]- Expected EBIT of own unit
in m or bn € [year]- Size of assets under management
in m or bn € [year]- Other relevant dimension- n/a- n/a- n/a- Specific Role context [brief explanation]- Specific Role Challenges [brief explanation]- Back office environment- Role involves direct customer interactions over the phone and by (e-) mails (incl. back up to call center)- Accountabilities- Key Activities- Overall Goals / Typical Measures- Customer - Business Roles External- Customers
- To ensure customer queries from multiple channels are attended promptly in line with set standards with dedicated attention on inbound calls and (e-) mails in call center environment
- To provide professional and qualitative customer service in line with set DHL standards
- To resolve customer’s queries in accordance with set DHL standards
- To promply 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 manage customer escalation process when it occurs and take charge of resolution
- To support resolution of more complex billing related queries and involve in customer interactions
- Grade of Service (GOS)
Abandoned Call Rate (ACR)
On-time Customer Callback- Stakeholder - Business Roles External & Internal- Billing Team
- To perform root cause analysis and, ensure billing accuracy upon receipt of queries
Credit Risk Management and Collection teams
- To timely support settlement of customer collection queries
- To facilitate AR collection and minimise disputed amounts and ageing for aged debt positions
Customer Service and overseas stations / HUB and Gateway (duty department)
- To liaise with 3rd party countries, customer service, operation, and commercial/sales when required
- Turn Around Time (TAT)
Ageing of queries (per type)
Amount queried (per type)- Process- List of processes as per AR GOM/ROM 1.01 - 1.07 (1.08)
1.01 Incoming Call processing
1.02 Incoming (e-) Mail & E-billing file processing
1.03 Copy Documentation processing
1.04 Transport costs query resolution
1.05 Duty/VAT costs query resolution
1.06 Claim/Commercial Gesture processing
1.07 Master data query resolution
1.08 Credit / Debit note processing (where applicable)- One-line-resolution rate (OLR)
Days Outstanding Queries (DOQ)
Number of contacts per day
Number of queries resolved per day- People - Management- N/A- DP DHL Competencies- Required Level- Level Requirement Statement- Making customers more successful- N/A- Remains informed about the customer’s business and needs- Solves customer issues in a timely and responsive manner- Shaping direction- N/A- Seeks advice and contribution from colleagues /stakeholders when developing strategies / plans- Develops strategy / plans that deliver simple, sustainable solutions- Driving high performance- N/A- Takes ownership to ensure improvements and innovation are implemented- Developing others- N/A- Actively shares knowledge or experience with others- Developing self- N/A- Conveys consistent stated personal values through his / her actions and decisions- Changes behaviors or acquires skills and experience based on feedback- Functional Competencies- Required Level- Level Requirement Statement
( depends of the customer but would set the minimum level on Preferred Supplier for a RCM)- Analytical skills- 2- Is able to gather and structure all data and information relevant for the analysis of an issue
is able to assess the right level of detail in the context of the big picture
Is able to identify patterns in the data
Is able to draw conclusions and identify options for action for simple issues
Is able to recognize obvious implications of the issue and cross-links with direct interfaces in the organization- Business communication- 2- Is able to proactively invite other people’s comments and suggestions
Is able to communicate simple to difficult messages effectively
Is able to communicate effectively with al
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