Heredia, Provincia de Heredia, Costa Rica DHL Express req81570
Would you like to be part of the most international company in the world? Does being a valued member of an organization operating in more than 220 countries worldwide which pioneered cross-
border express shipping in 1969 sound great? Do you want to make a real difference as part of a fast paced business that connects people across the globe?
Then join DHL Express and become a key member of a dynamic team of more than 90,000 passionate Certified International Specialists spread across the globe.
to join in our team in US Customer Service Costa Rica Site. Accountabilities :
Attentively track & trace shipments, rectify shipping errors, product ordering, delivery status, and pick up / drop offs.
Field a high volume of customer inbound calls and assess our customers’ needs, promoting DHL Express services and products and distributing calls when necessary.
Effectively manage a variety of database and web based programs in order to provide a timely response to customers.
Utilize your leadership skills by coordinating with other departments when outages occur and calls must be redirected.
Offer alternatives to customers and potentially turn information calls into sales leads or identify other additional value added services to customers when opportunities arise during the course of interaction.
Respond to customers consistently and confidently by providing accurate information in all areas such as shipment status and tracking.
US documentation requirements, custom requirements, transit time and prices.
Enhance service experience in DHL by exercising professionalism and empathy when dealing with each individual customer's varying needs and demands.
Increase customer use of self-service options by answering questions on use and navigation of DHL-USA Website, TAS, EEF, and Webship by making appropriate recommendations for their use.
Handle any Frontline overflowing calls
Service Improvement Issues
Identify areas for improvement by suggesting solutions to improve DHL's procedures, technology and service to positively enhance customer's experience with DHL.
Adhere to existing Customer Service procedures as outlined in the department manuals, while maintaining discretion to exercise flexibility to customers’ needs within reasonable limits in consultation with CS supervisors and managers.
Skills / Qualifications Typing skills (excellent)
Telephone skills (excellent)
Conflict resolution skills (excellent)
Technical Skills (Telephone and Order Booking systems preferable)
Communication skills - spoken and written (excellent)
Interpersonal skills (excellent)
Problem solving skills (excellent)
Having a high level of computer skills proficiency
Being passionate of supporting others to solve customer’ needs.
Interacting assertively with people by making use of your great verbal and written communication skills.
Listening assertively and provide responsive attention to customer’ needs. Expected years of experience (Minimum)1 year experience in a Customer Service role (desired)
Experience working in teams (desired) Shift : from 9 : 00am to 6 : 00pm
DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.