Customer Services Advisor
Job ID: EX25005RK
Location: Johannesburg, Gauteng, 1621, South Africa
Company: DHL International (Pty) Ltd.
Business Unit: DHL Express
Job Type: Full-time, Permanent
Role Purpose
As a Customer Service Advisor, you will represent DHL as the first point of contact for customers. You will provide professional, prompt, and knowledgeable service across multiple channels (phone, email, live chat), ensuring all inquiries, bookings, and issues are resolved efficiently. This role is essential in maintaining customer satisfaction and loyalty while adhering to DHL’s service standards.
Key Responsibilities
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Handle customer inquiries across all channels confidently and professionally
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Process shipment bookings, provide status updates, and resolve queries
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Manage inbound and outbound collection requests accurately and on time
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Monitor service desk bookings to ensure smooth execution and a seamless customer experience
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Take full ownership of customer issues, ensuring timely resolution and follow-up
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Promote DHL’s value-added services and identify sales opportunities when appropriate
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Log all interactions accurately using internal systems (e.g., MCT, SPARK, CSV)
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Collaborate with internal teams to resolve queries efficiently
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Adhere to shift schedules and meet performance indicators (response times, call quality, satisfaction scores)
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Contribute to continuous improvement by sharing feedback and participating in team learning
Minimum Requirements
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Senior Certificate / Matric (Grade 12) or NQF Level 4 equivalent
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At least 2 years' customer service experience, preferably in the service or logistics industry
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Good operational knowledge of the DHL network (preferred)
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Excellent verbal and written communication skills in Business English
What DHL Offers
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The opportunity to be part of a global logistics leader
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A purpose-driven role that connects people and improves lives globally
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Training, development, and performance-based growth opportunities
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A values-based, inclusive work environment
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