Query investigation Agent @ DHL Group

Would you like to be part of the most international company in the world? A company operating in more than 220 countries worldwide and pioneering cross-border express shipping since 1969. Would you like to be part of a business that connects people across the globe? The more we connect, the better life on Earth becomes. We recognize and reward our employees whenever we can. Whether through flexible work arrangements, a culture of openness and respect, personal mentoring, or our comprehensive range of development and Certified programs, we will help you realize your full potential and become a specialist in your area.

Role Purpose

DHL is hiring a Query Investigation Agent to join its team in Heredia, Costa Rica.

In this role, you will be responsible for handling, investigating, and resolving customer queries received through multiple channels in an accurate, professional, and timely manner. You will combine strong customer-service skills with an analytical and investigative approach to identify root causes, resolve billing and account-related issues, and support effective Accounts Receivable collection.

You will work closely with internal teams including Accounts Receivable, Billing, Credit Risk Management, Collections, Customer Service, Operations, Commercial/Sales, and overseas stations to ensure customer cases are properly investigated, documented, followed up, and resolved within established service standards.

Main Responsibilities

• Provide professional and high-quality customer service in accordance with established DHL standards.
• Handle, investigate, and resolve customer queries accurately, professionally, and within established turnaround times and service-level expectations.
• Prioritize and manage multiple customer cases simultaneously while maintaining accuracy, ownership, and timely follow-up.
• Accurately document, categorize, and track customer queries and resolutions in the corresponding ERP and case-management systems.
• Investigate billing-related questions, discrepancies, disputes, and customer account inquiries and coordinate the appropriate resolution.
• Perform root-cause analysis to identify recurring issues and support solutions that improve billing accuracy and reduce query recurrence.
• Promote available self-service functionalities when appropriate and guide customers toward the correct channels and resources.
• Coordinate required billing adjustments and corrections in collaboration with the corresponding internal teams.
• Manage customer escalations when required and take ownership of cases through resolution.
• Act as a billing-related subject matter expert within Accounts Receivable and support the resolution of complex billing-related queries.
• Provide timely support for customer collection queries and contribute to effective Accounts Receivable collection.
• Support efforts to minimize disputed amounts and ageing associated with outstanding customer balances.
• Collaborate cross-functionally with Accounts Receivable, Billing, Credit Risk Management, Collections, Customer Service, Operations, and Commercial/Sales teams to obtain information and resolve customer cases.
• Liaise with overseas stations, hubs, gateways, and other countries when additional information or investigation is required.
• Maintain clear communication with customers and internal stakeholders throughout the investigation and resolution process.

Qualifications & Skills

Required Qualifications

• Bachelor’s degree or university studies in Business Administration, Finance, Accounting, Customer Service, Logistics, or a related field.
• Minimum of 2 years of experience in Accounts Receivable, Billing, Shared Services, case management, or a similar customer-facing environment.
• Advanced English proficiency, with strong verbal and written communication skills and the ability to communicate clearly and professionally with customers and internal stakeholders.
• Working knowledge of SAP or similar ERP systems, with the ability to navigate multiple sources of information to investigate and resolve customer queries.
• Minimum of 1 year of experience or knowledge in Accounts Receivable (AR), including exposure to billing, collections, disputes, or customer account inquiries.
• Strong case-management skills, with demonstrated ability to investigate, prioritize, document, follow up, and drive multiple customer cases through to resolution while maintaining accuracy and meeting service expectations.
• Strong analytical and problem-solving skills, including the ability to review information from multiple systems or stakeholders, identify root causes, recognize inconsistencies or missing information, and determine appropriate next steps.
• Ability to manage multiple cases and competing priorities simultaneously while maintaining organization, ownership, follow-up, and attention to detail in a high-volume environment.
• Strong stakeholder-management and cross-functional collaboration skills, with experience coordinating with Finance and Operations teams to obtain information, manage dependencies, resolve issues, and drive cases toward resolution.
• Proficiency in Microsoft Outlook, Excel, and PowerPoint, including solid Excel skills to organize, analyze, and interpret operational data.

Preferred Qualifications

• Knowledge of logistics, transportation, or express-delivery products and processes.
• Previous experience with dispute management, query handling, billing investigation, or Backline/second-level customer support.
• Experience working with case-management or ticketing systems and maintaining accurate case documentation.
• Experience working in a multicultural or multi-country environment and coordinating resolutions across different functional teams.

Core Competencies

• Customer focus and ownership.
• Critical thinking and sound judgment.
• Analytical and investigative mindset.
• Problem solving and root-cause analysis.
• Prioritization and workload management.
• Adaptability and comfort with ambiguity.
• Stakeholder management.
• Clear written and verbal communication.
• Attention to detail.
• Collaboration across functions.

DPDHL offers excellent opportunities for professional growth, with an attractive benefits package and competitive salary conditions.