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:

  • high school

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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