Customer Support Agent - Military veterans preferred

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