Customer Service Advisor x5 – DHL International (Pty) Ltd.
Vacancy Overview
Company: DHL International (Pty) Ltd.
Division: DHL Express
Position: Customer Service Advisor x5
Job Reference: AV-374813
Location: Midrand, Gauteng, South Africa
Employment Type: Full-Time
Contract Type: Permanent
Reports To: Customer Service Supervisor
Industry: Logistics, Courier & Express Services
Number of Positions: 5
About the Opportunity
DHL is looking for five Customer Service Advisors to join its team in Midrand, Gauteng. This is a full-time, permanent opportunity for customer-focused individuals who can provide professional, accurate and efficient support across multiple customer communication channels.
As a Customer Service Advisor, you will represent DHL in direct interactions with customers and play an important role in ensuring that customers receive timely solutions to their queries. The role involves handling enquiries relating to customs requirements, transit times, pricing, bookings and DHL services, while also identifying opportunities to introduce customers to value-added products and services.
The successful candidates will need to combine excellent communication and problem-solving skills with strong attention to detail, computer literacy and the ability to perform effectively in a busy, target-driven environment.
Job Purpose
The Customer Service Advisor acts as an important point of contact between DHL and its customers. The primary focus is to provide first-time ideal solutions, resolve customer concerns efficiently and create positive customer experiences.
The role involves both traditional customer service and digital communication, including telephone calls, emails and Live Chat. Advisors are expected to meet agreed service levels and performance targets while following DHL policies, procedures and quality standards.
Key Duties and Responsibilities
The successful candidates will be responsible for:
- Providing first-time ideal solutions that promote customer satisfaction.
- Responding accurately and confidently to customer queries relating to customs requirements, transit times and pricing.
- Delivering professional, empathetic and efficient customer service.
- Handling customer emails and Live Chat within agreed Service Level Agreements (SLAs).
- Preparing high-quality written communication in line with DHL branding guidelines.
- Following ISO standards, DHL policies, procedures and Centre of Excellence guidelines.
- Ensuring all email communication is conducted through MCT and not personal email accounts.
- Managing and prioritising remote booking requests and registering bookings for DHL services.
- Working closely with Operations and other departments to resolve customer concerns quickly.
- Using DHL systems and tools correctly, including SPARK, Ccaass, MCT, CSV, GSD and Global Imaging.
- Following appropriate scheduling and AUX code procedures.
- Providing customers with suitable alternatives and identifying potential sales leads.
- Promoting and selling DHL Value-Added Products and Services.
- Submitting leads for potential new business opportunities.
- Approving discounts within authorised policy limits and profitability guidelines.
- Ensuring compliance with Cash Payment and Quote Conversion processes.
- Achieving local and global Service Desk KPIs consistently.
- Listening to customer feedback and identifying opportunities to improve service.
- Recommending improvements to systems, procedures and service models.
- Conducting monthly or quarterly customer reviews where required.
- Handling escalated complaints using cost-effective recovery solutions.
- Identifying root causes and implementing corrective actions.
- Escalating complaints with potential legal or financial implications to Customer Care.
- Supporting Customer Service Management to maintain seamless service delivery.
- Completing additional tasks necessary for efficient Customer Service operations.
Minimum Requirements
Education
Applicants must have:
- NSC Matric Certificate – required.
- A Diploma, Degree or NQF-equivalent qualification will be advantageous.
Experience
Candidates should have:
- A minimum of 2 years’ customer service experience in a service-related industry.
- Experience in the courier industry is preferred.
Skills and Competencies
The ideal candidate should have:
- Excellent Business English communication skills, both written and verbal.
- Strong telephone etiquette.
- Excellent interpersonal and customer service skills.
- Strong conflict-resolution abilities.
- Negotiation and problem-solving skills.
- Intermediate computer literacy.
- Familiarity with call centre tools, including telephony, track-and-trace and booking systems.
- Strong organisational and time-management skills.
- The ability to prioritise multiple customer requests.
- Strong attention to detail.
- The ability to remain calm and effective under pressure.
Experience working with non-voice customer service channels such as email, Live Chat or social media will be an added advantage.
Who Should Apply?
This opportunity would suit a customer service professional who enjoys working directly with people and solving problems. Candidates should be confident communicating with customers, comfortable using technology and able to maintain high service standards in a fast-paced environment.
Experience in courier, logistics or another service-driven industry will be beneficial. Applicants should also be comfortable working with performance targets and following structured processes and service standards.
Why Join DHL?
DHL offers the opportunity to work for a globally recognised logistics organisation that connects people and businesses across the world. The company promotes innovation, inclusion and continuous learning while providing employees with opportunities to develop their careers.
As a Customer Service Advisor, you will gain exposure to international logistics processes, customer relationship management, digital communication channels, sales opportunities and operational support.
Employment Details
Location: Midrand, Gauteng
Position: Customer Service Advisor x5
Employment: Full-Time, Permanent
Job Reference: AV-374813
Number of Vacancies: 5
Department: DHL Express Customer Service
Reports To: Customer Service Supervisor
Important Application Information
DHL is committed to equal opportunity and does not tolerate discrimination. Employee selection is based on qualification, performance, skills and experience.
Candidates should ensure that their applications accurately reflect their qualifications and customer service experience, particularly where they have experience in courier, logistics, call centre or other service environments.
Quick Summary
| Requirement | Details |
|---|---|
| Position | Customer Service Advisor x5 |
| Company | DHL International (Pty) Ltd. |
| Location | Midrand, Gauteng |
| Employment | Full-Time |
| Contract | Permanent |
| Experience | Minimum 2 years’ customer service experience |
| Qualification | NSC Matric required |
| Advantage | Diploma/Degree/NQF equivalent |
| Industry Preference | Courier experience preferred |
| Key Skills | Customer service, communication, problem-solving, computer literacy |
| Reference | AV-374813 |