Query Handling Administrator

Location: Johannesburg, Gauteng, South Africa
Company: DHL International (Pty) Ltd
Job Type: Permanent | Full-Time
Workplace: Waterfall, Johannesburg
Travel Required: No

 Overview

DHL is seeking a detail-oriented Query Handling Administrator to manage customer accounts, ensure timely collections, and resolve billing queries. This role is key to maintaining strong client relationships and supporting financial operations within a global logistics leader.

 Role Purpose

To manage customer accounts by ensuring efficient payment collection, query resolution, and accurate account maintenance, contributing to overall financial performance and customer satisfaction.

 Key Responsibilities

 Credit Control & Collections

• Follow proactive collection procedures to ensure timely payments
• Contact customers via phone/email to resolve payment issues
• Meet daily (30 calls) and monthly collection targets
• Reduce overdue debt and escalate risks when necessary

 Account Management

• Allocate payments accurately and maintain balanced accounts
• Maintain and update customer information on systems
• Ensure compliance with credit control policies and procedures
• Prepare reports and participate in ledger reviews

 Query Resolution & Administration

• Resolve customer queries promptly using “Make the Call Count” approach
• Record all interactions in SAP within 24 hours
• Verify invoices and manage documentation accurately
• Ensure statements and invoices are correct and up to date

 Stakeholder Engagement

• Collaborate with Sales Executives to manage stop lists
• Communicate effectively with supervisors and finance teams
• Promote DHL digital solutions (e.g., MyAccount, eBilling)

 Minimum Requirements

• Post-matric qualification in Finance or Credit Management
• Minimum 3 years’ credit control experience
• At least 1 year account reconciliation experience
• Experience with SAP or Accounts Receivable systems

 Key Skills & Competencies

• Strong verbal and written communication
• Excellent attention to detail and accuracy
• Analytical and problem-solving skills
• Ability to meet targets and work under pressure
• Strong organizational and time management skills
• Customer service and relationship-building ability

 Advantageous Experience

• Express or Freight Forwarding credit control experience
• Ability to work extra hours during peak periods (e.g., month-end)

 About the Company

DHL is the world’s most international logistics company, connecting people and businesses across the globe through innovative and reliable supply chain solutions.

 Why Join DHL?

• Work with a global industry leader
• Opportunities for career growth and development
• Inclusive and collaborative work environment
• Be part of a company that connects the world

 How to Apply

Apply online via the DHL careers portal using reference AV-361106.

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