Customer support agent (french speakers)

Descripción general

CUSTOMER SUPPORT AGENT (FRENCH SPEAKERS)

At DHL, people mean the world to us. That’s why our goal has always been to attract and retain the best talent across the globe. We provide challenge and opportunity for personal and professional development. We recognize the difference you bring to our business and together we share the pride of building one of the world’s largest leaders in logistics and supply chain solutions
Summary
DHL is hiring a Customer Support Agent (French Speakers) to join its Heredia, Costa Rica team. In this role, you will handle, investigate and resolve customer enquiries in an accurate, professional and timely manner within the scope of an inbound call/contact center environment. To provide high customer quality standards and, enable effective accounts receivable collection. Additional tasks and accountabilities include but are not limited to:

Main Responsabilities

• Ensure customer queries from multiple channels are attended promptly in line with set standards with dedicated attention on inbound calls and (e-) mails in call center environment
• Provide professional and qualitative customer service in line with set DHL standards
• Resolve customer’s queries in accordance with set DHL standards
• Promply and accurately log queries in ERP system
• Actively promote self-service functionalities and / or ensure customer query is addressed structurally so that it does not re-occur
• Ensure cross function liaison and handle required billing adjustments
• Identify query root cause and, ensure billing accuracy upon receipt of queries
• Timely support/settlement of customer collection queries
• Facilitate AR collection and minimise disputed amounts and ageing for aged debt positions
• Liaise with 3rd party countries, customer service, operation, and commercial/sales when required

Requisitos para aplicar

Qualifications
• 1 year of experience in Customer Service
• Advance level of French Knowledge
• Intermediate level of English knowledge (preferred)
• Bachelor degree
DPDHL offers excellent opportunities of professional growth, with attractive benefits package and competitive salary conditions.