Customer Service Advisor
DHL Express (Philippines) Corporation Makati
Confidently and knowledgeably provide the full suite of DHL customer service offerings (eg: booking, enquiries, shipment status, tracking, etc) to all parties contacting DHL via the customer service hotline and other contact modes
- Handle customer inquiries via phone and other channels in a professional and friendly manner
- Process bookings for DHL services accurately and efficiently
- Provide accurate information on shipment tracking, delivery times, pricing, and customs requirements
- Resolve customer issues and complaints quickly while maintaining high service quality
- Deliver excellent customer experience by showing empathy, professionalism, and clear communication
- Meet performance targets (KPIs) such as call handling time, quality scores, and customer satisfaction
- Identify sales opportunities by offering additional or alternative DHL services
- Coordinate with internal teams (e.g., Operations) to resolve customer concerns
- Follow company procedures and systems while ensuring service accuracy
- Support continuous improvement by suggesting better processes and service enhancements
- At least 2 years of experience in: Customer Service or Call Center (preferred) or Telesales or service-related industry
- Experience working in a team environment
- Excellent communication skills (spoken and written)
- Strong telephone handling skills
- Good typing skills (minimum 30 WPM preferred)
- Strong problem-solving and conflict resolution skills
- Basic computer and system navigation skill
- Customer-focused with a strong service mindset
- Good interpersonal and negotiation skills
- Ability to work under pressure and handle challenging customers
- Strong sense of accountability and professionalism
- Positive attitude with a “can-do” mindset
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