Customer Support Agent
Posted:
Tuesday, 27 May 2025
Valid Thru:
Thursday, 26 June 2025
Index Requested on:
05/27/2025 19:14:18
Indexed on:
05/27/2025 19:14:18
Location:
La Ribera de Belen, H, , CR
Industry:
Other - Not Specified
Occupational Category:
13-0000.00 - Business and Financial Operations
Type of Employment: FULL_TIME
Only required for Germany, a division of DHL Express, is hiring!
Description:
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.
Responsibilities:
Please review the job description.
Educational requirements:
Desired Skills:
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
Benefits:
Please see the job description for benefits.
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