Customer Service Advisor

About the role

As a Customer Service Advisor you will be the first point of contact for DHL customers, handling bookings, enquiries, shipment status and tracking across multiple communication channels. You will deliver prompt, courteous and accurate responses, helping to maintain and grow the existing customer base while upholding DHL’s service standards.

Key responsibilities

• Assist the CS Team‑Leader and Head of Customer Service with orientation and on‑the‑job training for new staff.
• Accept and register bookings for DHL services and propose alternative solutions.
• Convert information calls into sales leads and identify value‑added services.
• Handle inbound calls, emails and chat queries in line with service level agreements.
• Provide professional, empathetic support tailored to each customer’s needs.
• Liaise with Operations and other departments to resolve issues quickly.
• Identify improvement areas and suggest solutions for processes, technology and service.
• Follow established customer service procedures while exercising flexibility when appropriate.

Required profile

• Strong typing speed (minimum 30 wpm) and excellent telephone etiquette.
• Proven conflict‑resolution, selling and negotiation abilities.
• Effective written and spoken communication skills.
• Solid experience in customer relationship management and call‑centre environments.
• At least 2 years of experience in DHL sales, operations or customer service, or similar roles.
• University education or equivalent professional background.

Required skills

• Proficiency with telephone systems.
• Experience using order‑booking systems.
• Fast and accurate typing (≥30 wpm).