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Customer Service Executive (Query Handling)

Intermediate (3-6 years)


Technical Skills

  • Microsoft Access

Job Description

Customer Service Executive (Query Handling)

Working Location: Kowloon Bay

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


·Handle incoming calls and emails (finance-related queries, e.g. billing and receivable questions)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 analysis and performance statistical reports on repetitive queries


·Diploma holder with 5 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

·Less experience will be considered as Customer Service Agent (Query Handling)

Employment TypeFull-time
Career LevelIntermediate (3-6 years)
Education LevelHigher Diploma / Associate Degree
LanguageEnglish, Cantonese, Mandarin (Putonghua)
DHLSupply Chain, Logistics and Freight Forwarding

DHL Express (HK) Ltd. Level 26, Tower 1, Enterprise Square Five, 38 Wang Chiu Road, Kowloon Bay, Kowloon, Hong Kong

directions_walk17 mins walk from Kowloon Bay Station