Customer Service Advisor- Frontline

DHL Express; Metro Manila; On-site; PHP 290,000 - 424,000; Full time

Job summary

DHL Express is seeking a customer service professional to join its global team in the Philippines. You will handle bookings, inquiries, and shipment tracking through calls and other channels, delivering professional service while meeting KPIs and customer satisfaction targets.

The role emphasizes empathy, accurate information, and effective collaboration with internal teams. Ideal candidates have 2+ years in customer service or related fields, excellent communication, and a service-driven

Qualifications

• 2+ years in customer service, call center, telesales, or service-related roles.
• Strong communication and teamwork abilities.
• Customer-focused with a proactive service mindset.

Responsibilities

• Provide full DHL customer service offerings via hotline and other channels.
• Process bookings accurately and efficiently.
• Provide shipment tracking, delivery times, pricing, and customs info.
• Resolve issues and complaints quickly with high service quality.
• Deliver empathetic, professional customer experiences.
• Meet KPIs for call handling time, quality, and satisfaction.
• Identify sales opportunities by promoting DHL services.
• Coordinate with Operations to resolve customer concerns.
• Follow procedures and suggest improvements.

Skills

Excellent communication

Telephone handling

Typing speed (30 WPM)

Problem solving

Customer-focused

Interpersonal skills

Negotiation

Work under pressure

Accountability

Positive attitude

Job description

Job Description:

Join the World's Most International Company!

Are you ready to embark on an exciting journey with a company that has been at the forefront of cross-border express delivery since 1969? At DHL Express, we operate in over 220 countries and territories, making us the most international company in the world. Our mission is to connect people and improve lives across the globe, and we believe that the more people we connect, the better our planet becomes.

Join the DHL Express Family: Where Diversity Thrives!

At DHL Express, we don’t just talk the talk - we walk the walk! As an equal opportunity employer, we are on a mission to create a vibrant, diverse, and inclusive culture that reflects the world we serve. We believe that every individual brings unique talents and perspectives to the table, and that’s what makes our team truly extraordinary.

No Labels, Just Talent! We celebrate differences, whether it’s race, color, gender, sexual orientation, age, ability, marital status, family responsibilities, religion, political beliefs, or national origin. We’re all about breaking down barriers and building bridges - because diversity fuels innovation and drives success!

Your Task:

• Confidently and knowledgeably provide the full suite of DHL customer service offerings (eg: booking, enquiries, shipment status, tracking, etc) to all parties contacting DHL via the customer service hotline and other contact modes
• Handle customer inquiries via phone and other channels in a professional and friendly mannerProcess bookings for DHL services accurately and efficiently
• Provide accurate information on shipment tracking, delivery times, pricing, and customs requirements
• Resolve customer issues and complaints quickly while maintaining high service quality
• Deliver excellent customer experience by showing empathy, professionalism, and clear communication
• Meet performance targets (KPIs) such as call handling time, quality scores, and customer satisfaction
• Identify sales opportunities by offering additional or alternative DHL services
• Coordinate with internal teams (e.g., Operations) to resolve customer concerns
• Follow company procedures and systems while ensuring service accuracy
• Support continuous improvement by suggesting better processes and service enhancements

What you bring?

• At least 2 years of experience in: Customer Service or Call Center (preferred) or Telesales or service-related industry
• Experience working in a team environment
• Excellent communication skills (spoken and written)
• Strong telephone handling skills
• Good typing skills (minimum 30 WPM preferred)
• Strong problem-solving and conflict resolution skills
• Basic computer and system navigation skill
• Customer-focused with a strong service mindset
• Good interpersonal and negotiation skills
• Ability to work under pressure and handle challenging customers
• Strong sense of accountability and professionalism
• Positive attitude with a "can-do" mindset

Requirements: