Customer Service Advisor

• Confidently and knowledgeably provide the full suite of DHL customer service offerings (eg: booking, enquiries, shipment status, tracking, etc) to all parties contacting DHL via the customer service hotline and other contact modes
• Handle customer inquiries via phone and other channels in a professional and friendly manner
• Process bookings for DHL services accurately and efficiently
• Provide accurate information on shipment tracking, delivery times, pricing, and customs requirements
• Resolve customer issues and complaints quickly while maintaining high service quality
• Deliver excellent customer experience by showing empathy, professionalism, and clear communication
• Meet performance targets (KPIs) such as call handling time, quality scores, and customer satisfaction
• Identify sales opportunities by offering additional or alternative DHL services
• Coordinate with internal teams (e.g., Operations) to resolve customer concerns
• Follow company procedures and systems while ensuring service accuracy
• Support continuous improvement by suggesting better processes and service enhancements

• Minimum Qualifications: At least 2 years of experience in: Customer Service or Call Center (preferred) or Telesales or service-related industry
• Experience working in a team environment
• Excellent communication skills (spoken and written)
• Strong telephone handling skills
• Good typing skills (minimum 30 WPM preferred)
• Strong problem-solving and conflict resolution skills
• Basic computer and system navigation skill
• Customer-focused with a strong service mindset
• Good interpersonal and negotiation skills
• Ability to work under pressure and handle challenging customers
• Strong sense of accountability and professionalism
• Positive attitude with a “can-do” mindset

Our culture and everyday life at DHL are defined and powered by two key things: our people and the values we share. These values have a crucial role to play in the continued success of our business. What’s more, they help make DHL an empowering and rewarding place to build your career and realize your potential, develop new skills, and make an impact. This is your future, delivered. WE DELIVER THE DIFFERENCE Purpose and innovation are at the heart of our business. We are fully aware that it’s our job to help you make a difference in somebody’s life. Not just the lives of our customers and colleagues, but to communities around the world too. We’re delivering that difference by changing the way we work through harnessing the latest technology, embracing digitalization, and focusing on sustainability. At DHL, driving market success also means driving positive change. This is something we are all very proud of. And if you join us, you will be too. WE CARE And that means everyone – in every team, at every level. So, what does it mean to care? We believe it means creating a friendly work environment, where an inclusive workforce with different skills, experiences, and viewpoints come together as one, work-oriented global team. Caring also means taking corporate social responsibility seriously and being committed to diversity, equity, and belonging. We share the same mindset, we celebrate the unique contribution everyone brings, and we respect one another. WE GROW TOGETHER We never forget it’s our people who make us who we are. That’s why career development, where everyone can shine, matters to us. We provide a secure employment environment – giving our colleagues the time, freedom and a culture that encourages colleagues to think long-term by offering growth opportunities, professional training, and development programs in different areas of the business. We want you to build a rewarding, lifelong career with us.