Qualifications & Skills :
Full Knowledge of Microsoft Outlook, Teams, Skype
Intermediate Knowledge of Avaya
Negotiation and Team worker skills (Time management, Problem-solving, Listening, Critical thinking, Collaboration)
1 year of experience in Contact Center (Call Center)
Intermediate-Advanced level of English and French knowledge
Bachelor degree We offer : DPDHL offers excellent opportunities for professional growth, a multicultural environment, with an attractive benefits package and competitive salary conditions.
Interested in this position please click on Apply and send us your application including your resume. We are looking forward to your application.
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 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 aging for aged debt positions
Liaise with 3rd party countries, customer service, operation, and commercial / sales when required