Bilingual Contact Centre Advisor

DHL Express; Brampton; On-site; CAD 30,000 - 39,000; Full time

Job summary

DHL Express in Brampton, Ontario is hiring a Bilingual Contact Centre Advisor to handle inbound calls, chats, and emails. The role requires English-French bilingual communication and supports customers on shipment status, with a 11am–7pm EST shift, Monday–Friday.

The position offers a wage of CAD 23.76 per hour, with increases per the Collective Bargaining Agreement. Location is 18 Parkshore Drive, Brampton, ON, with expectations to meet service and quality targets.

Qualifications

• Experience in call centre customer service.
• Ability to manage 3 chats concurrently.
• Strong multitasking and team-player with high energy.
• Ability to effectively handle difficult customers.
• Proven customer service and interpersonal skills.
• Proven decision making and problem solving skills.
• Excellent telephone manners and written communication.
• Working knowledge of Canadian geography.
• Proven ability to work under pressure.
• Must have high speed internet connection with a minimum of 50 Mbps upload speed.
• Working knowledge of Windows-based PC programs (MS Office – Word/Excel).
• Typing speed – minimum 38 WPM and 90% accuracy.
• Multi-tasking ability using digital systems – minimum 2/3 simulation tasks.

Responsibilities

• Respond to all incoming calls, chats, and emails within service targets; uphold AHT and 90% quality.
• Handle 3 chats simultaneously while researching in-house applications.
• Provide professional responses on shipment status and minimize service failures.
• Gather and provide shipment status information, address changes, proof of delivery.
• Book pick-ups using the dispatch system and provide rates for quoted customers.
• Keep customers informed throughout the resolution process.
• Respond quickly, concisely to drive NPS scores.
• Recognize tone and show empathy to customers.
• Upsell and generate sales leads to meet monthly targets.
• Adhere to call flow processes and QA requirements.

Skills

Bilingual - English/French

Customer service excellence

Multitasking (3 chats)

Empathy & active listening

Tools

MS Office (Word/Excel)

Windows-based PC

Job description

DHL Express is hiring a Bilingual Contact Centre Advisor at their Brampton, Ontario facility. This customer-facing role handles inbound customer interactions across phone, chat, and email channels.

Shift: Monday to Friday, 11am to 7pm EST
Wage: $23.76/hour, increasing as per the Collective Bargaining Agreement (CBA)
Location: 18 Parkshore Drive, Brampton ON, L6T 5M1

Duties and Responsibilities

• Respond to all incoming call, chat, and email interactions within grade of service targets; maintain AHT and quality target of 90%
• Handle 3 chats simultaneously while researching various in-house applications and documenting inquiries
• Provide professional and timely responses to customer inquiries on shipment status, ensuring service failures are minimal
• Gather and provide information on shipment status, address changes, proof of delivery
• Book pick-up calls using the automated dispatch system and provide rates for quoted and tariff customers
• Keep the customer informed and updated throughout the resolution process
• Respond to customer inquiries quickly, directly, and concisely to drive NPA score
• Recognize tone, acknowledge frustration or anger, demonstrate empathy, and support the customer
• Upsell and generate sales leads to meet monthly targets
• Adhere to all applicable call flow processes and quality assurance requirements

Minimum Qualifications

• Experience in Call Centre Customer Service
• Ability to manage 3 chats concurrently
• Strong multi-tasker and team player with high energy level
• Ability to effectively handle difficult customers
• Proven customer service and interpersonal skills
• Proven decision making and problem solving skills
• Excellent telephone mannerisms and written communication
• Working knowledge of Canadian geography
• Proven ability to work under pressure
• Must have high speed internet connection with a minimum of 50 Mbps upload speed
• Working knowledge of Windows-based PC programs (MS Office – Word/Excel)
• Typing speed – minimum 38 WPM and 90% accuracy
• Multi-tasking ability using digital systems – minimum 2/3 simulation tasks

Experience in call centre customer service, bilingual (English and French), ability to manage 3 concurrent chats, typing speed minimum 38 WPM with 90% accuracy, working knowledge of MS Office and Windows-based PC programs, high-speed internet with minimum 50 Mbps upload speed