Query Handling Supervisor

About the role

DHL Express is looking for a Query Handling Supervisor to lead a team of customer support agents and ensure timely, efficient and high-quality handling of customer billing inquiries and related queries. The role focuses on customer satisfaction, effective credit collection and operational performance in both front office and back office environments.

Key responsibilities

• Recruit, build, manage and develop a team of customer support agents to deliver agreed objectives
• Manage capacity and staffing levels based on skills, experience and training
• Oversee customer interactions across channels and ensure prompt, professional responses in line with DHL standards
• Resolve queries such as duty/VAT costs, claims, master data and credit/debit note processing
• Monitor internal controls and KPIs such as turnaround time and days sales outstanding
• Build relationships with stakeholders across the Order to Cash chain and act as escalation point for complex issues
• Propose, implement and maintain continuous improvement initiatives
• Deliver daily and monthly management reports on query handling performance

Required profile

• Bachelor's degree in Finance, Business Administration or a related field
• Minimum 5 years in customer service or accounts receivable roles, with at least 2 years in a supervisory role
• Intermediate English (B2 or above)
• Familiarity with the logistics or express delivery industry is a plus

Required skills

• Advanced MS Excel and basic MS Access
• Analytical skills to analyse processes and performance metrics
• Excellent verbal and written communication and problem-solving skills