{"id":3205789,"url":"https://alion.io/job/dhl-adc-customer-support-agent","title":"ADC Customer Support Agent","company":{"id":185428,"name":"DHL","domain":"dhl.com","url":"https://alion.io/company/dhl-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Phenom","truth_index":{"grade":"B","score":79,"open_postings":375,"ghost_share":0.011,"stale_share":0.792,"repost_share":0.032,"time_to_fill_p50_days":26,"computed_at":"2026-10-25T05:49:26Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Asunción, Paraguay"],"countries":["PY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":23000,"max_usd":49000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1966},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"closed","first_seen_at":"2026-10-23T18:06:20Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-10-24T23:44:13Z","board_verified":false,"closed_at":"2026-10-24T23:44:13Z","days_open":1,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":1},"description":"About the Role:\nDHL is hiring an Advanced Duty Collection (ADC) Agent to join our Heredia, Costa Rica team.\nThe 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.\nResponsibilities:\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.\nQualifications and Skills:\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.\nQualifications & Skills:\n1 year of customer service experience. (Most)\nBachelor’s degree or university studies in Customer Service, Business Administration, or similar.\nBasic knowledge of Microsoft Office.\nFamiliarity with tools such as GEMA, MCT, Sherloc, Teams, and Avaya. (Most)\nKnowledge of DHL products, services, procedures, and policies.\nAt least 6 months of ADC operational experience, including knowledge of ADC processes, dispute resolution, refunds, and customer support activities (Most).","description_format":"text","description_chars":2367,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Logistics","Freight Forwarding","Warehousing","Courier Services"],"lifecycle":[{"event":"open","at":"2026-10-24T12:47:24Z"},{"event":"close","at":"2026-10-24T23:44:13Z"}],"visa":[],"liveness":null,"pay":null,"html_url":"https://alion.io/job/dhl-adc-customer-support-agent","json_url":"https://alion.io/job/dhl-adc-customer-support-agent.json","meta":{"generated_at":"2026-10-25T23:02:36Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":32467,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":185428},"rest":"https://alion.io/mcp/rest/get_company?id=185428"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdhl-adc-customer-support-agent"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdhl-adc-customer-support-agent"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdhl-adc-customer-support-agent"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/dhl-adc-customer-support-agent\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdhl-adc-customer-support-agent"}]}