Customer Support Agent

Would you like to be part of the most international company in the world? Operating in more than 220 countries, DHL has been pioneering cross-border express shipping since 1969.

Join us and be part of a business that connects people across the globe, improving lives as we expand our network.

We value and reward our employees through flexible work schedules, a culture of openness and respect, personal mentorship, and comprehensive development programs.

About the Role:

DHL is hiring an Advanced Duty Collection (ADC) Agent to join our Heredia, Costa Rica team.

The ADC system streamlines the collection process of Duty/VAT cash charges (DTU).

It integrates components such as ODD, GCA, GIA, CAA, payment service providers, and main ERPs to inform customers about Duty/VAT charges and enable online payment options.

Responsibilities:


* Handle inbound and outbound calls to collect customs fees and address customer queries or complaints related to customs VAT, ensuring high customer satisfaction.


* Adhere to the Global ADC Treatment Plan by standardizing the quantity and timing of messages sent across all countries.


* Contact customers for dutiable cash shipments and collect payments based on predefined criteria and team capacity.


* Provide frontline support, addressing and resolving queries from cash DTU customers using MCT and ADC systems.


* Manage settlement by processing payment remittances and manually closing transactions in the ADC system.


* Promote and register online payment options for easy delivery.


* Maintain accurate records of all cases in the department's systems for accessibility and understanding by other users.

Qualifications and Skills:


* Customer Centricity: Build and maintain customer satisfaction through DHL’s products and services.


* Creative & Innovative Thinking: Develop innovative solutions to challenges.


* Stress Tolerance: Handle high-stress situations effectively and calmly.


* Research: Efficiently collect, organize, and document data for future analysis.


* Problem Solving: Demonstrate intelligence, common sense, and tenacity in solving complex problems.


* Written Communication: Convey ideas clearly through written words.


* Verbal Communication: Express ideas effectively through spoken words.


* Workload Management: Organize and complete various tasks efficiently, even with competing priorities.

 Qualifications & Skills:


* Bachelor’s degree or university studies in Customer Service, Business Administration, or similar


* Advance level of English


* 2 years of customer service experience 


* Basic knowledge of Microsoft Outlook, Excel, and PowerPoint


* Familiarity with tools such as GEMA, MCT, Sherloc, Teams, and Avaya 


* Knowledge of logistic product