Billing & Query Excellence Lead

DHL Express; Jakarta Pusat; On-site; IDR 240,000,000 - 480,000,000; Full time

Benefits offered by this job

Strong career support

International environment

Benefit programs

Learning programs

Job summary

DHL Express in Jakarta is seeking a Certified International Specialist focusing on Query & Billing strategy to ensure accurate billing delivery to customers while complying with internal policies. The role requires a Bachelor's in Accounting/Finance, 5–7 years of experience with at least 2 years in management, and fluency in English; Indonesian work eligibility and no visa sponsorship are required.

You will lead billing processes, resolve complex billing requests, monitor KPIs, and contribute to

Qualifications

• Bachelor's degree in Accounting or Finance.
• 5–7 years’ relevant experience with 2 years in a managerial role.
• High customer focus and service orientation.
• Fluent in English (written and spoken).
• Candidates must be able to meet the legal requirements to work in Indonesia.

Responsibilities

• Ensure all billing and invoices are completed and delivered in a timely and accurate manner.
• Provide solutions on complicated billing requests from major customers, balancing standardization with customers' requirements.
• Ensure queries received by Query Handling team are handled promptly and resolved within the target timeline.
• Review query statistics regularly and recommend actions to improve performance.
• Review and resolve disputes raised by customers.
• Study and review workflow to meet customer expectations and increase service quality.
• Evaluate SLA between Sales, Marketing and CAD to meet dynamic business environment.
• Be a main project member to improve work processes from customers' standpoint.
• Provide impact analysis on ad hoc requests to senior management.
• Develop a culture of quality, service excellence, flexibility, and cost consciousness.
• Identify training needs and career development opportunities to motivate a high-performance team.
• Develop KPIs with team members and monitor performance.
• Ensure proper staffing of daily activities and projects based on skills and training to manage change processes.

Skills

Customer focus

English fluency

Managerial experience

Education

Bachelor's degree in Accounting/Finance

Job description

DHL Express in Jakarta is seeking a Certified International Specialist focusing on Query & Billing strategy to ensure accurate billing delivery to customers while complying with internal policies. The role requires a Bachelor's in Accounting/Finance, 5–7 years of experience with at least 2 years in management, and fluency in English; Indonesian work eligibility and no visa sponsorship are required.

You will lead billing processes, resolve complex billing requests, monitor KPIs, and contribute to