Customer Service Advisor- Frontline

Job description

Join the World's Most International Company! Are you ready to embark on an exciting journey with a company that has been at the forefront of cross-border express delivery since 1969? At DHL Express, we operate in over 220 countries and territories, making us the most international company in the world. Our mission is to connect people and improve lives across the globe, and we believe that the more people we connect, the better our planet becomes.

Join the DHL Express Family

Where Diversity Thrives! At DHL Express, we don’t just talk the talk—we walk the walk! As an equal opportunity employer, we are on a mission to create a vibrant, diverse, and inclusive culture that reflects the world we serve. We believe that every individual brings unique talents and perspectives to the table, and that’s what makes our team truly extraordinary. No Labels, Just Talent! We celebrate differences, whether it’s race, color, gender, sexual orientation, age, ability, marital status, family responsibilities, religion, political beliefs, or national origin.

We’re all about breaking down barriers and building bridges—because diversity fuels innovation and drives success!

Your Task

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 What you bring?

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 C ustomer-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