Customer Services Advisor at DHL

Key responsibilities

• Confidently handle a wide range of customer interactions across all contact channels (phone, email, live chat), delivering prompt and accurate support.
• Process bookings, provide shipment status updates, track packages, and assist with general and technical enquiries.
• Deliver service in line with DHL’s quality and performance standards, maintaining professionalism and empathy in every interaction.
• Proactively manage overseas collection requests and ensure all bookings (inbound and outbound) are actioned accurately and within agreed timeframes.
• Monitor all service desk bookings to ensure seamless follow-through and resolution, enhancing the overall customer shipping experience.
• Take full ownership of customer requests — ensuring timely follow-up, problem resolution, and clear communication until closure.
• Build customer loyalty through effective issue resolution and proactive support, contributing to retention and positive brand experience.
• Promote DHL’s Value-Added Services where appropriate and identify opportunities to refer potential sales leads.
• Collaborate with internal teams to ensure efficient resolution of customer queries and service exceptions.
• Ensure all systems (MCT, SPARK, CSV, etc.) are used in line with DHL policies, and all interactions are logged accurately.
• Adhere to the contact centre schedule and meet key performance indicators, including call quality, response times, and customer satisfaction scores.
• Contribute to team performance through knowledge sharing, feedback participation, and continuous improvement practices.

We are looking forward to your application.

Minimum Requirements

• Senior Certificate/Matric (Grade 12) or NQF Level 4 Equivalent
• Minimum of 2 year customer service experience in the service industry
• Good operational understanding and proven knowledge of the DHL Network
• Excellent communication skills – both written and verbal (Business English)