French-Speaking Customer Support Agent – Query Handling

About the role

DHL is seeking a French‑speaking Query Handle Customer Support Agent to join its team in Heredia, Costa Rica. In this position you will manage inbound customer inquiries across phone and email channels, ensuring timely and accurate resolution while supporting the collection of accounts receivable.

Key responsibilities

• Respond to customer inquiries via calls and emails, adhering to DHL service standards.
• Log each interaction in the ERP system and promote self‑service options.
• Identify root causes of issues, coordinate billing adjustments, and ensure billing accuracy.
• Support accounts receivable processes, 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 proficiency in French (required) and English.
• Minimum of 2 years of customer service experience.
• Basic knowledge of logistics products and accounts receivable concepts is a plus.

Required skills

• Microsoft Outlook
• Microsoft Excel
• Microsoft PowerPoint
• ERP system usage

What we offer

• Flexible work schedules within a culture of openness and respect.
• Personal mentors and a range of development programs, including certified training.
• Opportunities to grow within a global leader in cross‑border express shipping.