ADC Customer Support Agent

About the Role:

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

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.

Responsibilities:

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

Qualifications and Skills:

• Customer Centricity: Build and maintain customer satisfaction through DHL’s products and services.
• Creative & Innovative Thinking: Develop innovative solutions to challenges.
• Stress Tolerance: Handle high-stress situations effectively and calmly.
• Research: Efficiently collect, organize, and document data for future analysis.
• Problem Solving: Demonstrate intelligence, common sense, and tenacity in solving complex problems.
• Written Communication: Convey ideas clearly through written words.
• Verbal Communication: Express ideas effectively through spoken words.
• Workload Management: Organize and complete various tasks efficiently, even with competing priorities.

Qualifications & Skills:

• 1 year of customer service experience. (Most)
• Bachelor’s degree or university studies in Customer Service, Business Administration, or similar.
• Basic knowledge of Microsoft Office.
• Familiarity with DHL internal tools such as GEMA, MCT, Sherloc, Teams, and Avaya. (Most)
• Knowledge of DHL products, services, procedures, and policies.
• At least 6 months of ADC operational experience, including knowledge of ADC processes, dispute resolution, refunds, and customer support activities.