CUSTOMER SUPPORT AGENT

Heredia, Provincia de Heredia, Costa Rica DHL Express req80989 10/07/2019
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At DHL, people mean the world to us. That’s why our goal has always been to attract and retain the best talent across the globe. We provide challenge and opportunity for personal and professional development. We recognize the difference you bring to our business and together we share the pride of building one of the world’s largest leaders in logistics and supply chain solutions

Summary

DHL is hiring a Customer Support Agent to join its Heredia, Costa Rica team. In this role, you will handle, investigate and resolve customer enquiries in an accurate, professional and timely manner within the scope of an inbound call/contact center environment. To provide high customer quality standards and, enable effective accounts receivable collection. Additional tasks and accountabilities include but are not limited to:

Main Responsibilities

  • Ensure customer queries from multiple channels are attended promptly in line with set standards with dedicated attention on inbound calls and (e-) mails in call center environment
  • Provide professional and qualitative customer service in line with set DHL standards
  • Resolve customer’s queries in accordance with set DHL standards
  • Promptly and accurately log queries in ERP system
  • Actively promote self-service functionalities and / or ensure customer query is addressed structurally so that it does not re-occur
  • Ensure cross function liaison and handle required billing adjustments
  • Identify query root cause and, ensure billing accuracy upon receipt of queries
  • Timely support/settlement of customer collection queries
  • Facilitate AR collection and minimize disputed amounts and ageing for aged debt positions
  • Liaise with 3rd party countries, customer service, operation, and commercial/sales when required

Qualifications

  • 1 year of experience in Customer Service
  • Advanced English level (oral and written)
  • Bachelor degree

DPDHL offers excellent opportunities of professional growth, with attractive benefits package and competitive salary conditions.

Zahlen und Fakten

  • Arbeitszeiten

    6 a 3 pm K a S / L a V

  • Geschäftsbereich

    DHL Express Costa Rica

  • Reisetätigkeit erforderlich

    Below 25%

  • Beschäftigungsart

    Permanent Full-Time

  • Arbeitserlaubnis erforderlich

    Yes

  • Schichtarbeit

    Day time only

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