Query Handling Agent – Temporary

Description

Job Summary: We are looking for a Superstar who will manage, investigate, and resolve customer inquiries, delivering an exceptional and timely service experience. Key Highlights: 1. Be part of the world's most international company, DHL Express. 2. Work at the #2 Great Place to Work in Latin America. 3. Deliver exceptional customer service at a leading company. **At DHL Express, our purpose is “Connecting people, improving lives.”** ---------------------------------------------------------------------------------- We are the world’s most international company—“the big yellow machine,” as we lovingly call it. Specifically, across our Central and South America region, we cover 15 countries—from Tikal National Park in Guatemala to Ushuaia in Tierra del Fuego, Argentina. We are more than 3\.400 Certified International Specialists working passionately and motivated AS ONE team, moving over 10 million shipments annually and exceeding our customers’ needs while supporting their businesses and positively impacting our communities at the same time. We are the #2 Great Place to Work in Latin America—and we are extremely proud of it. **And we have great news! We’re looking for a Superstar like you—customer-focused and eager to have your best day, every day.** **Role Purpose** --------------------- Manage, investigate, and resolve customer inquiries and disputes through various service channels, delivering an exceptional and timely service experience. You will be responsible for ensuring high-quality service, facilitating proper accounts receivable management, and coordinating effective resolution of requests with various company departments. **Responsibilities** --------------------- * Handle customer inquiries and requests via telephone and digital channels, meeting DHL-defined service standards. * Provide professional, efficient, and customer satisfaction–oriented service. * Investigate and resolve inquiries, complaints, and disputes within established timeframes. * Accurately record and update all inquiry-related information in corporate systems. * Promote self-service tools and develop solutions to prevent recurrence of incidents. * Coordinate actions with various organizational departments to ensure proper case resolution. * Manage billing adjustments and support accounts receivable–related processes when required. * Administer and track customer escalations, ensuring effective communication and satisfactory resolution. **Requirements** -------------- * Technical or university degree in Administration, Accounting, Customer Service, or related field. * Prior experience in customer service, inquiry management, collections, or related areas. * Experience handling ERP systems or customer management platforms. * Intermediate-level proficiency in Microsoft Office, especially Excel. * Basic to intermediate knowledge of billing, collections, or accounts receivable processes is desirable. * Basic to intermediate English proficiency is desirable.