AR Query Investigation Agent

 The AR Query Investigations Agent role covers the following countries: Mauritius, Reunion, Madagascar & Mayotte

Role Context

To handle, investigate and resolve customer enquiries from multiple channels in an accurate, professional and timely matter with moderate supervision. To provide high customer quality standards and, enable effective accounts receivable collection. 
Support administration of Credit & Collections / Accounts Receivable (OTC) activities and tasks to handle, investigate and resolve customer enquiries, maintain records and achieve compliance in line with internal and external policies and standards, regulations and compliance requirements.

Key responsibilities

• Support administration of Credit and Collections and Accounts Receivable OTC activities and tasks under moderate supervision
• To ensure customer queries from multiple channels are attended to, promptly in line with set standards with dedicated attention on inbound calls and emails in call center environment as well as outbound calls as necessary to address and resolve queries
• To contribute knowledge and expertise toward resolving reoccurring queries
• To provide professional and qualitative customer service in line with set DHL standards
• To resolve customer’s queries in accordance with set DHL standards - including internal investigations and adherance to required internal procedures. This inludes contacting of customers outbound communication
• To promptly 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 escalate queries to senior AR Query Inventigation Agents / AR Query Investigation Supervisors / OTC/AR Manager when the issue cannot be easily and quickly resolved without supervision
• Should the query be easily and quickly resolved, remove query classification on relevant invoices and propose that the customer agree a P2P and if confirmed by the customer to log it into ERP system as a note along with requisite details
• To support resolution of more complex billing related queries and involve in customer interactions
• To perform root cause analysis and, ensure billing accuracy upon receipt of queries
• Communicate information that requires some explanation or interpretation
• Address task-related issues appropriately to maintain work relationships
• To timely support settlement of customer collection queries
• Seek resolution of sales and customs disputes (queries) according to escalation procedures
• To facilitate AR collection and minimise disputed amounts relating to queries aged past country threshehold
• Support and interact primarily with colleagues of own (OTC) team as well as to liaise with 3rd party countries (EXB Billing), customer service, operations, and commercial/sales when required
• On request, support the lead or supervisor on minor operational and/or reporting tasks
• Explain facts, practices, policies, etc. to others within the organization, adhering to narrowly defined procedures, standards and guidelines