ADC Customer Support Agent

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.

Key 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.

Required profile

• Demonstrated customer centricity with a focus on building and maintaining satisfaction.
• Ability to work effectively under high‑stress situations and remain calm.
• Strong research and analytical abilities to collect, organize, and document data.
• Proven problem‑solving skills with intelligence, common sense, and tenacity.
• Excellent written and verbal communication skills.
• Effective workload management to handle competing priorities.

Required skills

• Basic knowledge of Microsoft Office.
• Familiarity with GEMA.
• Familiarity with MCT.
• Familiarity with Sherloc.
• Familiarity with Microsoft Teams.
• Familiarity with Avaya.