Bilingual Contact Centre Advisor

DHL Express; Winnipeg; On-site; CAD 27,000 - 39,000; Full time

Job summary

DHL Express in Winnipeg, Manitoba is seeking a Bilingual Contact Centre Advisor to join their omni-channel team. You will deliver consistent, high-quality service across calls, chats and emails, upholding DHL's purpose of Connecting People and Improving Lives.

Shift: Monday to Friday, 8am to 4pm CST. Wage: CAD 23.94/hour, increasing under the Collective Bargaining Agreement. You will respond to inquiries, manage multiple chats, and guide customers through shipment status and scheduling.

Qualifications

• Experience in call centre customer service.
• Bilingual proficiency (English and French).
• Ability to manage 3 chats concurrently.
• Strong multi-tasker and team player with high energy level.
• Excellent written communication and grammar.
• Knowledge of Canadian geography.
• Resilience under pressure.

Responsibilities

• Respond to all incoming call, chat, and email interactions within service targets.
• Handle 3 chats concurrently while researching internal applications.
• Provide professional, timely responses to customer inquiries on shipment status.
• Gather and relay information on shipment status, address changes, proof of delivery, and file completion details.
• Book pick-up calls using the automated dispatch system and provide rates for quoted and tariff customers.
• Keep customers informed and updated throughout the resolution process.
• Respond to inquiries quickly, directly, and concisely to drive NPA scores.
• Recognize tone, demonstrate empathy, and alleviate customer frustration professionally.
• Probe for value-added service/upselling and sales lead generation to meet monthly targets.
• Adhere to all applicable call flow processes and quality assurance requirements.

Skills

Bilingual (English & French)

Call center experience

Multitasking

Team player

Customer service

Problem solving

Clear communication

Tools

MS Office (Word/Excel)

Windows-based PC

Typing 38 WPM

Internet savvy

Job description

DHL Express is looking for a Bilingual Contact Centre Advisor to join their omni-channel contact centre team in Winnipeg, Manitoba. As an Omni-Channel Advisor, you will play a key role in delivering DHL's purpose — Connecting People & Improving Lives — by ensuring consistency in quality service across all inbound customer touch points including call, chat, and email.

Shift: Monday to Friday, 8am to 4pm CST
Wage: $23.94/hour, increasing as per the Collective Bargaining Agreement (CBA)

Duties and Responsibilities

• Respond to all incoming call, chat, and email interactions within grade of service targets; maintain AHT (Average Handling Time) and quality target of 90%
• Handle 3 chats concurrently while researching internal applications and documenting inquiries
• Provide professional and timely responses to customer inquiries on shipment status
• Gather and relay information on shipment status, address changes, proof of delivery, and file completion details
• Book pick-up calls using the automated dispatch system and provide rates for quoted and tariff customers
• Keep customers informed and updated throughout the resolution process
• Respond to inquiries quickly, directly, and concisely to drive NPA (Net Promoter Approach) scores
• Recognize tone, demonstrate empathy, and alleviate customer frustration professionally
• Probe for value-added service/upselling and sales lead generation to meet monthly targets
• Adhere to all applicable call flow processes and quality assurance requirements

Minimum Qualifications

• Experience in call centre customer service
• Bilingual proficiency (English and French)
• Ability to manage 3 chats concurrently
• Strong multi-tasker and team player with high energy level
• Proven customer service and interpersonal skills
• Proven decision making and problem solving skills
• Excellent telephone mannerisms and written communication including grammar
• Working knowledge of Canadian geography
• Proven ability to work under pressure

Technical Skills

• Working knowledge of Windows-based PC programs (MS Office – Word/Excel)
• Demonstrated computer literacy
• Typing speed: minimum 38 WPM with 90% accuracy
• Multi-tasking ability using digital systems (minimum 2/3 simulation tasks)

Working Conditions

• Must have high-speed internet with minimum 50 Mbps upload speed
• Must be able to sit for extended periods

Experience in call centre customer service; bilingual in English and French; ability to manage 3 concurrent chats; strong multi-tasking and communication skills; working knowledge of Canadian geography; typing speed minimum 38 WPM at 90% accuracy; computer literacy including MS Office.