Descripción del puesto

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 from multiple channels in an accurate, professional, and timely manner. To provide high customer quality standards and, enable effective accounts receivable collection.

Additional tasks and accountabilities include but are not limited to:

Main Responsibilities

- To ensure customer queries from multiple channels are attended to promptly in line with set standards with dedicated attention to inbound calls and (e-) mails in the call center environment

- To provide professional and qualitative customer service in line with set DHL standards

- To resolve customer’s queries following set DHL standards

- To resolve queries promptly and accurately in the SAP system

- To actively promote self-service functionalities and/or ensure customer query is addressed structurally so that it does not re-occur

- To ensure cross-function liaison and handle required billing adjustments

- To manage customer escalation process when it occurs and take charge of resolution

- To act as a billing-related subject matter expert within Accounts Receivables

- To support the resolution of more complex billing-related queries and be involved in customer interactions

- To perform root cause analysis and, ensure billing accuracy upon receipt of queries

- To timely support the settlement of customer collection queries

- To facilitate AR collection and minimize disputed amounts and aging for aged debt positions

- To liaise with 3rd party countries, customer service, operation, and commercial/sales when required

Requisitos

Qualifications & Skills:

Language

-Intermediate level of English

-Advanced level of Portuguese

-2 years of experience in credit notes (desirable)

-Bachelor’s degree

-SAP Knowledge

-Internal tools knowledge such as GEMA, Sherloc, GIA, GWEB (desirable) *only for internals participants*

-Excellent phone communication skills

-Excellent interpersonal and communication skills

-Outstanding commitment to customer satisfaction

-Experienced with Microsoft Excel and Outlook

-Sensitive to cultural variances

-Skilled at learning digital tools and systems