About this role
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.