Posted:
Wednesday, 04 June 2025
Valid Thru:
Friday, 04 July 2025
Index Requested on:
06/05/2025 01:15:32
Indexed on:
06/05/2025 01:15:32
Location: La Ribera de Belen, H, , CR
Industry:
Other - Not Specified
Occupational Category:
11-0000.00 - Management
Type of Employment: FULL_TIME
Only required for Germany, a division of DHL Express, is hiring!
Description:
Job Summary:
The ADC Customer Support Supervisor is responsible for leading a team of Advanced Duty Collection (ADC) Agents to ensure exceptional customer experience across various communication channels. This role emphasizes enhancing collection and auto-collection rates while maintaining high levels of customer satisfaction through effective management and innovative solutions.
Key Responsibilities:
- Team Leadership: Recruit, develop, and manage a motivated team of ADC Agents to maximize performance and achieve departmental objectives.
- Customer Experience Management: Handle inbound and outbound customer interactions related to customs fees, ensuring timely resolution of queries and complaints while adhering to DHL standards.
- Collection Process Oversight: Oversee the collection of Duty/VAT charges, ensuring compliance with predefined criteria and the Global ADC Treatment Plan for consistent messaging across regions.
- Support and Training: Provide frontline support to agents, addressing complex queries and promoting online payment options for customer convenience.
- Performance Monitoring: Track and analyze key performance indicators (KPIs) such as collection rates, customer satisfaction scores, and turnaround times, implementing improvement strategies as needed.
- Stakeholder Engagement: Build and maintain relationships with internal and external stakeholders, acting as a point of escalation for complex issues and ensuring effective communication across departments.
- Process Improvement: Identify opportunities for service enhancement and operational efficiency, proposing and implementing innovative solutions to streamline the collection process.
- Reporting: Deliver regular reports on team performance, collection metrics, and customer feedback to management, highlighting areas of success and opportunities for improvement.
Responsibilities:
Please review the job description.
Educational requirements:
Desired Skills:
Required Skills and Competencies:
- Leadership Skills: Strong ability to inspire and lead a team, fostering a positive and productive work environment.
- Customer Centricity: Deep commitment to understanding and addressing customer needs, ensuring a high level of satisfaction.
- Analytical Skills: Proficient in analyzing performance data to drive improvements in service delivery and collection rates.
- Communication Skills: Excellent verbal and written communication skills, capable of effectively conveying information to diverse audiences.
- Problem Solving: Strong problem-solving abilities, with a focus on innovative and creative solutions to enhance customer experience.
- Technical Proficiency: Familiarity with tools such as MCT, ADC systems, and basic knowledge of Microsoft Office applications (Outlook, Excel, PowerPoint).
Qualifications:
- Education: Bachelor’s degree in Customer Service, Business Administration, or a related field.
- Experience: Minimum of 2 years in customer service roles, with at least 1 year in a supervisory capacity, preferably in a logistics or financial environment.
- Language Skills: Intermediate proficiency in English (B2 or above)
- Industry Knowledge: Understanding of logistics products and the customs clearance process is advantageous.
Performance Objectives:
- Maintain a Grade of Service (GOS) of at least 80%.
- Achieve an Abandoned Call Rate (ACR) of less than 1 %.
- For other communication channels targets will be displayed according to global parameters
- Promote a healthy workplace environment to the leading team.
- Among others related to the function.
Benefits:
Please see the job description for benefits.