Customer Service Specialist

hace 2 días


San Francisco, Heredia, Costa Rica Dhl Express A tiempo completo

About DHL Express

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DHL Express is a global leader in international express shipping, operating in over 220 countries worldwide. With a rich history dating back to 1969, we have pioneered cross-border express shipping and continue to connect people across the globe.

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Our Culture

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We are committed to being a business that rewards and promotes outstanding commitment to customer satisfaction. We offer flexible work schedules, a culture of openness and respect, personal mentors, and comprehensive development programs to help you realize your full potential and become a specialist in your area.

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About the Role

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We are hiring a Customer Support Agent to join our team in Heredia, Costa Rica. As a Customer Support Agent, you will be responsible for handling, investigating, and resolving customer inquiries from multiple channels in an accurate, professional, and timely manner.

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Main Responsibilities

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  • To ensure customer queries from multiple channels are attended to promptly in line with set standards with dedicated attention to inbound calls and emails 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.">
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Requirements

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To succeed in this role, you will require:

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  • An intermediate level of English.">
  • An advanced level of Portuguese.">
  • 2 years of experience in credit notes (desirable).">
  • A Bachelor's degree.">
  • SAP knowledge.">
  • Internal tools knowledge such as GEMA, Sherloc, GIA, GWEB (desirable).">
  • 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.">
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Benefits

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At DHL Express, we offer a comprehensive range of benefits to support your career growth and well-being. These include flexible work schedules, a culture of openness and respect, personal mentors, and comprehensive development programs to help you realize your full potential and become a specialist in your area.

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