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DHL Express – Agent Customer ServiceWe are looking for an Agent Customer Service based in Bogotá, Colombia.How will you contribute to the success of DHL?
Handles incoming customer calls intended to provide customer satisfaction, retention, or to expand contact for selling new or additional products or services.Resolves customer account queries.Identifies, contacts customers and books cargo to fill flights.Responds to customer inquiries, takes bookings, handles service needs and complaints, or directs to sales representatives or technical/service areas.Books cargo information into the system.Promotes and markets company products and services.Provides support in center locations, including timely resolution of customer service and operational management issues.Analyzes and makes recommendations based on call volume trends and other forecasting factors, considering future customer service staffing and call capacity.Works together with sales representatives to provide pre‐ or post‐sales customer support, consultation, problem‐solving suggestions, while ensuring appropriate solutions or answers.Negotiates customer complaints, initiates billing adjustments,



resolves product substitutions and returns.Evaluates customer needs and suggests or promotes alternative products or services.Provides administrative support to the function, including creating reports for use within the centre.Tracks incoming call traffic volume and distributes calls based on staff availability.Ensures customer needs are met by coordinating and adjusting call volumes in a timely manner.Coordinates with other departments when interruptions occur and calls need to be redirected.Tracks all forwarded cargo to final destination via aircraft or truck, coordinating truck movements with operations.Traces missing cargo and follows up on tracers, providing freight status alerts and/or customer call‐back support.Do you have what it takes?
University degree; analytical experience in cargo or pricing is acceptable.Less than two years of experience, ideally within a customer service environment.Strong customer‐centric approach and mindset.Excellent computer skills.DHL is an equal opportunity employer.
We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.
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📌 Agent Customer Service (M/F/D) (Bogotá)
🏢 Dhl
📍 Bogotá