Customer Service Advisor

About the Role

This position sits within DHL Express, a global logistics business that connects people and businesses across borders. The role is focused on delivering reliable customer support and helping maintain strong relationships with customers through responsive, professional service.

Role Overview

The Customer Service Advisor will handle the full range of customer service interactions, including bookings, enquiries, shipment tracking, and status updates, through the hotline and other communication channels. The goal is to provide fast, courteous, and accurate assistance while supporting customer retention through effective care and problem-solving.

Key Responsibilities

• Provide guidance and support on DHL customer service offerings, including bookings, shipment status, tracking, and related queries.
• Receive and log service bookings for DHL products and solutions.
• Handle customer calls, emails, and chat messages in line with service standards and agreed response times.
• Deliver a professional, empathetic customer experience that addresses varied customer needs.
• Work with Operations and other teams to resolve customer issues quickly and efficiently.
• Identify opportunities to present alternatives, convert information requests into sales opportunities, and suggest value-added services when suitable.
• Support the CS Team Leader or Head of Customer Service with onboarding and on-the-job training for new Customer Service Advisor recruits.
• Recommend process, technology, and service improvements to enhance the overall customer experience.
• Follow internal customer service procedures while applying reasonable flexibility in consultation with the Head of Customer Service and CS Team Leader.

Required Skills and Qualifications

• Strong typing ability, preferably at least 30 words per minute.
• Excellent telephone handling and communication skills, both spoken and written.
• Very good conflict handling, negotiation, and interpersonal abilities.
• Strong selling and customer relationship skills.
• Comfort working with telephone and order booking systems.
• Good understanding of customer service operations.
• Mental alertness, assertiveness, and solid geographical awareness.
• Previous experience in a call centre or customer-facing environment.
• At least 2 years of experience in DHL sales, operations, or customer service.
• University degree or higher diploma.

Equal Opportunity

DHL Group states that hiring decisions are based on qualifications, performance, skills, and experience. The company does not support discrimination of any kind and promotes equal opportunity in employment.