Fixed Term Contract - Customer Services Adviso

Reports to: Customer Service Supervisor

• 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.

• 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.

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.