Query Handling Customer Support Agent

About the role

DHL is hiring a Query Handling Customer Support Agent in Heredia, Costa Rica. You will receive, analyze, investigate and resolve customer queries through email and phone, identifying the root cause of issues and supporting billing and Accounts Receivable processes. You will work closely with Accounts Receivable, Billing, Customer Service, Operations and Commercial/Sales teams.

Key responsibilities

• Handle customer queries by email and inbound calls according to service levels and quality standards.
• Analyze and resolve inquiries accurately and within expected response times, documenting them in the ERP and case-management systems.
• Investigate billing questions and discrepancies, support billing adjustments and help reduce disputed balances.
• Identify the root cause of recurring queries and promote self-service solutions where appropriate.
• Escalate unresolved cases and liaise with other countries or operational teams when needed.
• Manage a high volume of queries while keeping accuracy, productivity and response times.

Required profile

• High school diploma or equivalent.
• At least 2 years of experience in customer service, contact centers, shared services, accounts receivable, billing or a similar customer-facing role.
• Strong customer-service orientation, analytical and problem-solving skills, and ability to handle many queries.
• Desirable: experience in AR, billing, collections or dispute management; knowledge of logistics or shared services; multichannel email and phone support experience.

Required skills

• Basic to intermediate Microsoft Outlook, Excel and PowerPoint.
• Experience with ERP systems or customer case-management tools.

What we offer

• Professional growth opportunities.
• Competitive salary conditions and an attractive benefits package.