Query Handling Customer Support Agent

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

In this role, you will be responsible for receiving, analyzing, investigating, and resolving customer queries through multiple communication channels, including email and phone. The position requires a strong customer-service mindset combined with analytical and problem-solving skills to identify the root cause of queries, provide accurate resolutions, and support billing and Accounts Receivable processes.

You will work closely with internal teams such as Accounts Receivable, Billing, Customer Service, Operations, and Commercial/Sales to ensure customer queries are resolved accurately and within established service standards.

Main Responsibilities

• Handle customer queries received through multiple channels, including email and inbound calls, in accordance with established service levels and quality standards.
• Analyze, investigate, and resolve customer inquiries accurately, professionally, and within expected response times.
• Provide high-quality customer service while ensuring clear, professional, and effective communication with customers.
• Accurately document, categorize, and track customer queries and resolutions in the corresponding ERP and case-management systems.
• Investigate billing-related questions and discrepancies and coordinate the appropriate resolution with relevant internal teams.
• Identify the root cause of recurring customer queries and contribute to solutions that reduce query recurrence.
• Support billing adjustments and corrections when required, following established processes and approval requirements.
• Provide timely support for queries affecting Accounts Receivable and customer collections.
• Help reduce outstanding disputed balances by ensuring queries and billing discrepancies are properly investigated and resolved.
• Collaborate cross-functionally with Accounts Receivable, Billing, Customer Service, Operations, and Commercial/Sales teams to obtain information and resolve customer requests.
• Liaise with other countries or operational teams when additional investigation or information is required.
• Promote available self-service solutions when appropriate and guide customers toward the correct channels and resources.
• Escalate unresolved or complex cases through the appropriate support channels while maintaining accurate case documentation.
• Manage a high volume of customer queries while maintaining accuracy, productivity, service quality, and response-time expectations.

Qualifications

Required

• High School Diploma or equivalent.
• Minimum of 2 years of experience in Customer Service, Contact Center, Shared Services, Accounts Receivable, Billing, or a similar customer-facing environment.
• , both written and verbal.
• Strong customer-service orientation and professional communication skills.
• Strong analytical, investigation, and problem-solving skills.
• Ability to manage a high volume of customer queries while maintaining accuracy and meeting established response times.
• Ability to work with multiple systems and sources of information to investigate and resolve customer inquiries.
• Basic to intermediate knowledge of Microsoft Outlook, Excel, and PowerPoint.
• Experience using ERP systems or customer case-management tools.

Desirable

• Experience or knowledge in Accounts Receivable (AR), Billing, Collections, or dispute/query management.
• Knowledge of logistics, transportation, or shared-service operations.
• Experience working in a multichannel customer-service environment, particularly email and phone support.

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