Customer Support Agent – Query Handling

About the role

DHL is looking for a Query Handle Customer Support Agent to join its Heredia, Costa Rica team. In this position you will manage inbound calls and emails, investigate customer inquiries, and resolve issues promptly while supporting accounts receivable collection.

Key responsibilities

• Handle customer inquiries from multiple channels (calls, emails) in a timely manner.
• Provide professional, high‑quality service in line with DHL standards.
• Log all inquiries accurately in the ERP system.
• Promote self‑service options and address root causes to prevent recurrence.
• Coordinate billing adjustments and ensure billing accuracy.
• Support and resolve collection inquiries, minimizing disputed amounts and aging debt.
• Collaborate with third‑party countries, operations, sales and other internal teams as needed.

Required profile

• Bachelor’s degree or university studies in Business Administration or a related field.
• Advanced level of English.
• Minimum of 2 years of customer service experience.
• Basic knowledge of Microsoft Outlook, Excel and PowerPoint.
• Preferred knowledge of logistics products and accounts‑receivable processes.

Required skills

• Microsoft Outlook
• Microsoft Excel
• Microsoft PowerPoint

What we offer

• Flexible work schedules and a culture of openness and respect.
• Personal mentors and a range of development programs.
• Opportunities to grow within a global logistics leader.