Customer Contact Centre Advisor

Deutsche Post; Singapore; On-site; SGD 29,000 - 47,000; Full time

Job summary

DHL Express Singapore is seeking a Customer Contact Centre Advisor to deliver outstanding customer experiences, handle bookings, answer inquiries, and ensure shipments move smoothly across the globe. You will work across phone, email, and other channels, promote DHL products when appropriate, and collaborate with Operations to maintain service excellence in a fast-paced, customer-centric environment.

Applicants from diverse backgrounds with strong communication skills are welcome; DHL offers

Qualifications

• Experience in customer service or contact centre.
• Excellent communication and interpersonal skills.
• Good multitasking ability in a fast-paced setting.
• Customer-focused mindset with problem-solving skills.
• Ability to collaborate across teams and functions.
• Comfortable using digital tools and CRM systems.

Responsibilities

• Manage customer interactions across phone, email, and other channels.
• Provide accurate information on services, status, and pricing.
• Deliver professional, empathetic service and resolve issues.
• Own customer concerns and coordinate with internal stakeholders.
• Identify needs and promote relevant DHL products and solutions.
• Collaborate with Operations to support service excellence.
• Capture feedback and suggest process improvements.
• Adhere to customer service standards and compliance.

Skills

Customer service

Communication

Multitasking

Problem solving

Teamwork

Digital tools

Tools

CRM software

Job description

Join the Most International Company in the World – DHL Express Singapore

Would you like to join the world’s most international company? At DHL Express, we have been pioneering cross-border express shipping since 1969, connecting people and businesses in over 220 countries and territories. We don’t just deliver parcels—we deliver possibilities. If you want to make an impact that matters, join our Insanely Customer-Centric team today! Explore exciting opportunities at https://careers.dhl.com/global/en.

DHL Express Singapore is proud to be certified as a best workplace in Singapore since 2017 and ranked No.1 from 2020 for five successive years by global institute Great Place To Work® (GPTW). Here, you will be part of a team of over 1,500 passionate professionals dedicated to Connecting People and Changing Lives through express delivery for some of the world’s most loved and widely recognized brands across the globe.

Your Future. Delivered.

Role Opportunity

Customer Contact Centre Advisor

As a Customer Contact Centre Advisor, you will play a critical role in delivering exceptional customer experiences and representing the DHL brand in every customer interaction. You will be the first point of contact for customers, helping them navigate our services, resolving enquiries, and ensuring their shipments move seamlessly across the globe. This role offers the opportunity to develop expertise in customer experience, service recovery, global logistics, and stakeholder collaboration while working in a fast-paced and customer-centric environment.

Your Tasks

• Manage customer interactions across phone, email, and other customer contact channels.
• Process bookings and provide accurate information on DHL products, services, shipment status, transit times, customs requirements, and pricing.
• Deliver professional and empathetic service to address customer enquiries and resolve issues effectively.
• Take ownership of customer concerns and coordinate with internal stakeholders to ensure timely resolution.
• Identify customer needs and promote relevant DHL products and value-added solutions where appropriate.
• Collaborate closely with Operations and other departments to support service excellence and customer satisfaction.
• Capture customer feedback and highlight opportunities to improve processes, systems, and service delivery.
• Adhere to customer service standards, processes, and compliance requirements while maintaining a customer-first mindset.

What You Bring

• Passion for delivering excellent customer experiences and building positive customer relationships.
• Strong communication and interpersonal skills, with the ability to engage customers confidently and professionally.
• Ability to multitask, prioritise effectively, and perform in a fast-paced environment.
• Strong problem-solving skills with the ability to think critically and take ownership of issues through to resolution.
• Collaborative mindset with the ability to work effectively across teams and functions.
• Comfortable using digital tools and customer management systems.
• Experience in customer service, contact centre, hospitality, retail, or other customer-facing roles will be advantageous.
• Candidates from diverse educational and career backgrounds who possess the right skills, attitude, and customer-focused mindset are welcome to apply.

What We Offer

• Career development with a global market leader internationally.
• Comprehensive learning and development programs.
• Inclusive workplace culture.
• Competitive benefits and wellness initiatives.

Ready to Make a Difference?

If you are looking to further your career with the global market leader in Express logistics and are keen to be part of an organization whose focus is to connect people and improve lives, we are interested to hear from you.

DHL is an equal opportunity employer. We reject any form of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience.