Fixed Term Contract - Customer Services Advisor at DHL

What you’ll own

• Provide first‑time ideal solutions to drive customer satisfaction.
• Respond confidently and accurately to queries on customs requirements, transit times, and pricing.
• Enhance the customer experience through professionalism, empathy, and efficient problem‑solving.
• Handle customer emails and Live Chat within agreed SLAs.
• Implement ISO standards and always comply with DHL policies and procedures.
• Ensure adherence to Centre of Excellence guidelines and GRBP standards.
• Prepare high‑quality written communication aligned with DHL branding guidelines.
• Ensure all email communication is done through MCT; personal email accounts may not be used.
• Organize and prioritize remote booking requests, registering bookings for DHL services.
• Work closely with Operations and cross‑functional teams for swift resolution of customer concerns.
• Ensure correct use of DHL tools such as SPARK, Ccaass, MCT, CSV, GSD, and Global Imaging, including adherence to scheduling and AUX codes.
• Provide customers with alternatives and identify potential sales leads or value‑added services.
• Promote and sell DHL Value‑Added Products and Services; submit leads for new business opportunities.
• Approve discounts within policy limits and in alignment with profitability guidelines.
• Ensure compliance with Cash Payment and Quote Conversion processes.
• Achieve all local and global Service Desk KPIs, consistently performing at or above target.
• Listen to the voice of the customer to identify improvement areas and collaborate internally on solutions.
• Recommend enhancements to systems, procedures, and service models to elevate customer experience.
• Conduct monthly or quarterly customer reviews to track progress and implement improvements.
• Handle escalated complaints using cost‑effective recovery options and root‑cause corrective action.
• Escalate complaints with potential legal or financial impact to Customer Care.
• Collaborate with Customer Service Management to ensure seamless service delivery.
• Assist with any additional tasks required to ensure CS operations run efficiently and meet network standards.

What we are looking for

• NSC Matric Certificate (required).
• Diploma, Degree, or NQF‑equivalent qualification (advantageous).
• Minimum 2 years’ customer service experience in a service industry; courier industry experience preferred.
• Strong operational knowledge and understanding of the DHL Network.
• Intermediate computer literacy and familiarity with call centre tools (telephony, track & trace, booking systems).
• Excellent Business English communication skills — both written and verbal.
• Strong telephone etiquette, conflict resolution, negotiation, problem‑solving, and interpersonal skills.
• Experience handling customer interactions across non‑voice channels (email, live chat, social media) is an added advantage.
• Ability to perform effectively under pressure.