Customer Service Advisor

About the role

The Customer Service Advisor will act as the first point of contact for DHL’s existing and prospective customers, delivering high‑quality support across phone, email and chat channels. You will ensure smooth shipment bookings, trace requests, claims and complaints handling while meeting the company’s KPI targets and reinforcing DHL’s brand reputation.

Key responsibilities

• Answer customer calls and respond to inquiries about shipments and bookings using the appropriate tools.
• Process and resolve trace requests from customers or internal DHL entities in a timely manner.
• Manage claims and complaints in collaboration with dedicated departments, providing suitable service recovery solutions.
• Share relevant customer information with internal partners to improve loyalty and service quality.
• Maintain compliance with DHL network procedures and document investigations as required.

Required profile

• Strong customer‑centric mindset with excellent written and spoken communication in French and English (German and Luxembourgish advantageous).
• Comfortable handling phone calls and multitasking across multiple communication channels.
• Team‑player, dynamic, flexible and able to work under pressure.
• Organised, analytical, self‑driven and problem‑solving oriented.
• Minimum education: A‑Level or equivalent.

Required skills

• Microsoft Word
• Microsoft Excel