Query Handling Agent

Intermediate (3-6 years)


Technical Skills

  • Bill Payment
  • Microsoft Access
  • Root Cause Analysis

Job Description

Query Handling Agent

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
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