Customer Support Agent

Would you like to be part of the most international company in the world? A company operating in more than 220 countries worldwide, and has been pioneering cross-border express shipping since 1969. Would you like to be part of a business that connects people across the globe? And the more we connect, the better life on Earth becomes. And we reward and promote these whenever we can. Whether it’s through flexible work schedules and a culture of openness and respect or personal mentors and our comprehensive range of development programs as our 'Certified' programs, we’ll help you realize your full potential and become a specialist in your area.

About the role:

DHL is hiring a Customer Support Agent to join its Heredia, Costa Rica team. In this role, you will handle, investigate, and resolve customer inquiries accurately, professionally, and in a timely manner within an inbound call/contact center environment. Provide high standards of customer quality service and facilitate the effective collection of accounts receivable.

Main Responsibilities

• Ensure that customer inquiries from multiple channels are handled in a timely manner, in accordance with established standards, by providing dedicated attention to inbound calls and emails in a call center environment.
• Provide professional, high-quality customer service in line with DHL’s established standards.
• Resolve customer inquiries according to DHL’s established standards.
• Accurately and timely log inquiries into the ERP system.
• Actively promote self-service functionalities and/or ensure that customer inquiries are addressed structurally to prevent recurrence.
• Ensure coordination across functions and handle required billing adjustments.
• Identify root causes of customer inquiries and ensure billing accuracy upon receipt of inquiries.
• Support and timely resolve customer collection inquiries.
• Facilitate the collection of accounts receivable and minimize disputed amounts and the aging of outstanding debt positions.
• Coordinate with third-party countries, customer service, operations, and commercial/sales teams when required.
  
  
  

Qualifications & Skills

• Bachelor’s degree or university studies in Customer Service, Business Administration, or a related field.
• Advanced level of English and Portuguese.
• Minimum of 2 years of customer service experience.
• Basic knowledge of Microsoft Outlook, Excel, and PowerPoint.
• Preferred knowledge of logistics products.
• Preferred experience or knowledge in Accounts Receivable (AR)