Fixed Term Contract - Customer Services Adviso

IT’S NOT JUST AN OPPORTUNITY TO GET ON THE CAREER LADDER.

IT’S AN OPPORTUNITY TO HELP THE WORLD GET ON TOGETHER

Why do people call us the world’s most international company? Is it because we operate in more countries than any other logistics provider? Is it because we invented cross border shipping over 45 years ago? Or is it, perhaps, because what we do connects people across the world. And the more we can connect people, the better life on earth becomes.

We love our role in the world. And we’re looking for the right people to help us maintain - and grow it. People like you.

Ready to Lead and Win? Become Our Customer Service Advisor

Reports to: Customer Service Supervisor

Why You’ll Love This Role

As a Customer Service Advisor, you will be the voice of DHL. You will deliver outstanding service, build customer trust, and ensure every interaction represents the gold standard our brand is known for.

What you’ll own

• Provide first‑time ideal solutions to drive customer satisfaction.
• Respond confidently and accurately to queries on customs requirements, transit times, and pricing.
• Enhance the customer experience through professionalism, empathy, and efficient problem‑solving.
• Handle customer emails and Live Chat within agreed SLAs.
• Implement ISO standards and always comply with DHL policies and procedures.
• Ensure adherence to Centre of Excellence guidelines and GRBP standards.
• Prepare high‑quality written communication aligned with DHL branding guidelines.
• Ensure all email communication is done through MCT; personal email accounts may not be used.
• Organize and prioritize remote booking requests, registering bookings for DHL services.
• Work closely with Operations and cross‑functional teams for swift resolution of customer concerns.
• Ensure correct use of DHL tools such as SPARK, Ccaass, MCT, CSV, GSD, and Global Imaging, including adherence to scheduling and AUX codes.
• Provide customers with alternatives and identify potential sales leads or value‑added services.
• Promote and sell DHL Value‑Added Products and Services; submit leads for new business opportunities.
• Approve discounts within policy limits and in alignment with profitability guidelines.
• Ensure compliance with Cash Payment and Quote Conversion processes.
• Achieve all local and global Service Desk KPIs, consistently performing at or above target.
• Listen to the voice of the customer to identify improvement areas and collaborate internally on solutions.
• Recommend enhancements to systems, procedures, and service models to elevate customer experience.
• Conduct monthly or quarterly customer reviews to track progress and implement improvements.
• Handle escalated complaints using cost‑effective recovery options and root‑cause corrective action.
• Escalate complaints with potential legal or financial impact to Customer Care.
• Collaborate with Customer Service Management to ensure seamless service delivery.
• Assist with any additional tasks required to ensure CS operations run efficiently and meet network standards.

What we are looking for

• NSC Matric Certificate (required).
• Diploma, Degree, or NQF‑equivalent qualification (advantageous).

• Minimum 2 years’ customer service experience in a service industry; courier industry experience preferred.
• Strong operational knowledge and understanding of the DHL Network.
• Intermediate computer literacy and familiarity with call centre tools (telephony, track & trace, booking systems).
• Excellent Business English communication skills — both written and verbal.
• Strong telephone etiquette, conflict resolution, negotiation, problem‑solving, and interpersonal skills.
• Experience handling customer interactions across non‑voice channels (email, live chat, social media) is an added advantage.
• Ability to perform effectively under pressure.

Why Join Us?

Because at DHL, we don’t just move shipments—we move careers forward. You’ll work with a global leader that values innovation, inclusion, and continuous learning. Expect growth opportunities, a collaborative culture, and the chance to make a real impact.

Ready to make your mark? Apply now and let’s build the future together

We are committed to equal opportunity and reject any forms of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience.