Bilingual Contact Centre Advisor

DHL Express; Brampton; On-site; CAD 43,000 - 53,000; Full time

Job summary

DHL Express currently has an opening for a Bilingual Contact Centre Advisor in Brampton, ON. As a Contact Centre Advisor you will deliver our service standards across calls, chat, and email, ensuring high quality and customer satisfaction in a bilingual environment.

Shift: Monday to Friday 9am to 5pm EST. Wage: CAD 23.76/hour with increases per the Collective Bargaining Agreement. Location: Brampton, ON. Open House details follow.

Qualifications

• Experience in Call Centre Customer Service.
• Ability to manage 3 chats concurrently.
• Strong multi-tasking and teamwork.
• Ability to handle difficult customers effectively.
• Excellent written communication and grammar.
• Working knowledge of Canadian geography.
• Proven decision making and problem solving.
• Excellent telephone manners.
• Able to meet KPI targets and quality standards.

Responsibilities

• Respond to all incoming calls, chat, and email within targets and maintain AHT.
• Handle 3 chats concurrently while researching in-house applications.
• Provide timely responses on shipment status and inform customers of progress.
• Gather shipment status details and coordinate with other departments.
• Book pick-up calls using the dispatch system and provide rates.
• Keep customers informed to minimize frustration and manage expectations.
• Respond quickly and professionally to drive Net Promoter score.
• Recognize frustration, show empathy, and de-escalate where needed.
• Suggest value-added services and sales leads to meet monthly targets.
• Adhere to call flows and QA requirements.
• Other duties as assigned.

Skills

Customer service

Multitasking

Communication skills

Written communication

Handling difficult customers

Tools

MS Office (Word/Excel)

Job description

What makes DHL great? Our People! We know each employee’s individual contributions make us the #1 Express Delivery and Logistics Company in the world.

DHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our corporate culture is about personal commitment - to our business, to each other and to our global communities. DHL is dedicated to being a great place to work. In addition to competitive compensation packages, our employees enjoy a range of programs, services and benefits that bring the best to their personal lives.

Start YOUR career with DHL today…

DHL Express currently has an opening for an Bilingual Contact Centre Advisor in Brampton, ON. As a Contact Centre Advisor advisor at DHL, you will play a key role in delivering our purpose, Connecting People & Improving Lives, by working in our contact centre. You will work to ensure consistency in delivering quality service across all inbound customer touch points (Call, Chat, Email) to continue our journey from Good to Great and sustain our success.

Shift: Monday to Friday 9am to 5pm EST

Wage: $23.76/hour and will increase as per the CBA (Collective Bargaining Agreement)

Location: Brampton, ON

Open House:

Please join us on the dates below for an open house at our Brampton facility located at

18 Parkshore Drive, Brampton ON, L6T 5M1

August 24th 2026, 12pm to 4pm EST

August 25th 2026 9am to 1pm EST

Duties And Responsibilities

• Respond to all incoming call, chat, and email interactions within grade of service targets; maintain an AHT (average handling time) as per targets and quality target of 90% by following all applicable processes and procedures.
• Handle 3 chats while researching various in-house applications and documenting the inquiry. Advisors must have the ability to work through several problems simultaneously to be effective.
• Provide professional and timely responses to customer inquiries on shipment status, ensuring service failures are minimal where possible, and that the customer is informed of all progress throughout.
• Gather and provide information on shipment status, address changes, proof of delivery and gather the appropriate details to ensure the timely completion of files that require additional support from other depts.
• Book pick-up calls using the automated dispatch system along with providing rates for both quoted and tariff customers.
• Keep the customer informed and updated, letting the customer know that it might take a few minutes to investigate their issue, to avoid potential customer frustration.
• Respond to customer inquiries quickly, directly, and concisely, helping to drive our NPA (Net Promoter Approach) score.
• Recognize tone, identify, and acknowledge frustration or anger, ask for clarification, demonstrate empathy, and ensure that the customer feels supported and help alleviate frustration.
• Respond professionally with the right choice of words to relay empathy, find creative ways to inject personalities into the conversation to establish an emotional connection with customer.
• Probe customer for value added service/upselling and sales lead generation to meet monthly targets.
• Adhere to all applicable call flow processes and quality assurance requirements.
• Other duties as assigned.

PERFORMANCE OBJECTIVES

• Responsible for knowing and meeting the Global/Regional KPI target requirements as defined in the CS Scorecard
• Responsible for internal and external customer satisfaction

INDIVIDUAL KEY OBJECTIVES

• As per CS Incentive Plan

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 / problem solving skills
• Excellent telephone mannerisms
• Excellent written communication and grammar
• Working knowledge of Canadian geography
• Proven ability to work under pressure

Working Conditions

• Must have high speed internet connection with a minimum of 50 mbps upload speed
• Must be able to sit for a long period of time

Technical Skills

• Working knowledge of windows-based PC programs (MS Office – Word / Excel)
• Demonstrated computer literacy – able to navigate computer programs comfortably
• An eSkills assessment will be required to verify prerequisite technical skills:
  • Typing speed – minimum 38 wpm and 90% accuracy
  • Written communication accuracy – spelling, grammar, punctuation, sentence structure etc.
  • Multi-tasking ability using digital systems – minimum 2/3 simulation tasks

Thank you for your application. Those selected for an interview will be contacted.

All applicants are required to pass interviews, a criminal background check, and other background checks in order to qualify for the position.

We are an equal opportunity employer and believe we will succeed through the recruitment and development of staff who represent the broad diversity of the Canadian workforce