Would you like to be part of the most international company in the world? Operating in more than 220 countries, DHL has been pioneering cross-border express shipping since 1969. Join us and be part of a business that connects people across the globe, improving lives as we expand our network. We value and reward our employees through flexible work schedules, a culture of openness and respect, personal mentorship, and comprehensive development programs.

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About the Role:

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DHL is hiring an Advanced Duty Collection (ADC) Agent to join our Heredia, Costa Rica team.

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The ADC system streamlines the collection process of Duty/VAT cash charges (DTU). It integrates components such as ODD, GCA, GIA, CAA, payment service providers, and main ERPs to inform customers about Duty/VAT charges and enable online payment options.

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Responsibilities:

\n\nHandle inbound and outbound calls to collect customs fees and address customer queries or complaints related to customs VAT, ensuring high customer satisfaction.\nAdhere to the Global ADC Treatment Plan by standardizing the quantity and timing of messages sent across all countries.\nContact customers for dutiable cash shipments and collect payments based on predefined criteria and team capacity.\nProvide frontline support, addressing and resolving queries from cash DTU customers using MCT and ADC systems.\nManage settlement by processing payment remittances and manually closing transactions in the ADC system.\nPromote and register online payment options for easy delivery.\nMaintain accurate records of all cases in the department's systems for accessibility and understanding by other users.\n

Qualifications and Skills:

\n\nCustomer Centricity:Build and maintain customer satisfaction through DHL’s products and services.\nCreative & Innovative Thinking:Develop innovative solutions to challenges.\nStress Tolerance:Handle high-stress situations effectively and calmly.\nResearch:Efficiently collect, organize, and document data for future analysis.\nProblem Solving:Demonstrate intelligence, common sense, and tenacity in solving complex problems.\nWritten Communication:Convey ideas clearly through written words.\nVerbal Communication:Express ideas effectively through spoken words.\nWorkload Management: Organize and complete various tasks efficiently, even with competing priorities.\n\n

Qualifications & Skills:

\n\nBachelor’s degree or university studies in Customer Service, Business Administration, or similar\nAdvance level of English\n2 years of customer service experience\nBasic knowledge of Microsoft Outlook, Excel, and PowerPoint\nFamiliarity with tools such as GEMA, MCT, Sherloc, Teams, and Avaya\nKnowledge of logistic product\n