Customer Service Representative

About the role

As a Customer Service Representative for DHL Express, you will be the primary point of contact for customers, handling shipment bookings, inquiries, and real‑time tracking updates. You will represent the DHL brand with professionalism and empathy, ensuring every interaction adds value to the customer experience.

Key responsibilities

• Answer customer calls and messages, providing expert advice on DHL services.
• Accept and register shipment bookings, ensuring data accuracy.
• Provide information on customs requirements, transit times, and pricing.
• Identify sales opportunities and generate leads for value‑added services.
• Coordinate with Operations and other internal teams to resolve customer issues quickly.
• Suggest process or technology improvements to enhance the customer journey.
• Support back‑line teams and manage import requests as needed.
• Adhere to customer service procedures while exercising reasonable flexibility.

Required profile

• Bachelor’s degree from a recognized institution.
• Experience in a customer contact centre or telesales environment, preferably in a service industry.
• Excellent spoken and written English.
• Strong verbal and written communication skills, adaptable to diverse audiences.

Required skills