Customer Care Advisor

About the role

The Customer Care & Service Desk Advisor is responsible for handling all remote bookings and ensuring a smooth end‑to‑end service experience for DHL customers. You will work closely with the team leader to maintain process quality, resolve complaints, and drive service recovery initiatives.

Key responsibilities

• Process outgoing and incoming remote bookings accurately to guarantee on‑time collections.
• Analyze root causes of service failures and implement corrective and preventive measures.
• Handle customer complaints and insurance claims, delivering prompt resolutions.
• Educate customers on value‑added services such as shipment insurance, SII, TDX, and eCom tools.
• Support tracing activities for undelivered, delayed, misrouted or damaged shipments.
• Train fellow Customer Service agents on empowerment scenarios.
• Collaborate with cross‑functional departments and DHL stations to uphold performance standards.
• Monitor compliance with ISO audit requirements and review process flows.

Required profile

• University graduate with excellent written and spoken English.
• 2–3 years of experience in customer service, specifically complaint and claims handling.
• Strong analytical mindset, able to break down problems and draw accurate conclusions.
• Effective planning, organization and decision‑making skills, even under uncertainty.

Required skills

• Proficiency in Microsoft Office (Word, Excel, PowerPoint).
• Familiarity with DHL internal systems (preferred).