Customer Contact Centre Advisor

About DHL Express Singapore

DHL Express Singapore is part of the world's most international company, pioneering cross-border express shipping since 1969. Operating in over 220 countries and territories, DHL connects people and businesses globally by delivering more than just parcels, but real possibilities. DHL Express Singapore has been recognized as a best workplace since 2017 and has held the top rank for five consecutive years from 2020 by the Great Place To Work® institute.

Role Overview

The Customer Contact Centre Advisor acts as the initial point of contact for customers, representing the DHL brand and ensuring excellent customer experiences. This role includes managing inquiries, assisting with shipments, and providing information on DHL services in a fast-paced, customer-oriented environment. It offers opportunities to build skills in customer service, global logistics, and cross-department collaboration.

Primary Responsibilities

• Handle customer communications via phone, email, and other channels.
• Process shipment bookings and relay accurate details about DHL products, shipping status, transit durations, customs procedures, and pricing.
• Deliver courteous and empathetic service to resolve customer queries and issues.
• Take responsibility for customer problems and liaise with internal teams for timely solutions.
• Identify customer requirements and suggest appropriate DHL products and added-value options.
• Work closely with Operations and other departments to uphold service quality and satisfaction.
• Gather customer feedback and recommend enhancements to workflows, systems, and service levels.
• Comply with customer service protocols, processes, and regulations, maintaining a customer-focused approach.

Candidate Profile

• Demonstrated passion for outstanding customer service and building positive relationships.
• Excellent communication and interpersonal skills to engage clients confidently and professionally.
• Capability to multitask, prioritize duties, and thrive under pressure.
• Strong analytical and problem-solving skills with accountability for issue resolution.
• Collaborative spirit with the ability to coordinate effectively across teams.
• Comfortable working with digital tools and customer management platforms.
• Previous experience in customer service, call centres, hospitality, retail, or similar client-facing roles is beneficial.
• Open to candidates from diverse educational and professional backgrounds possessing the essential skills and customer-centric mindset.

Benefits and Workplace Culture

• Opportunities for career advancement with a global leader in express logistics.
• Wide-ranging training and development programs to enhance skills.
• An inclusive and supportive working environment.
• Competitive compensation accompanied by wellness and benefit programs.

Equal Opportunity and Recruitment Integrity

DHL promotes equal employment opportunities without discrimination. Selection is based solely on qualifications, performance, skills, and experience. Applicants should beware of fraud attempts; DHL never asks for payments or sensitive personal information during recruitment, and all official communications come from authorized DHL email addresses.