Customer Care Advisor: Trace & Resolution Specialist

DHL Express; Tempe (AZ); On-site; USD 36,000 - 54,000; Full time

Benefits offered by this job

Competitive Pay

Bonus/Incentive Programs

401K with company match

Medical, Dental, Vision

Tuition Reimbursement

Paid Time Off

Employee Discount Program

Employee Assistance & Work Life

Training opportunities

Job summary

DHL Express is hiring a Customer Care Advisor to deliver quality track-and-trace services to customers and the DHL network. You will resolve issues, provide timely information, and respond across phone, email, and other channels.

You'll join DHL's Customer Care Department, collaborating with teammates to maintain high standards of service, while documenting interactions and contributing to continuous improvement.

Qualifications

• High school diploma or GED required.
• Minimum of 2 years in a Customer Contact Center or telesales environment.
• Experience working effectively in team environments.
• Strong oral and written communication skills with problem-solving abilities.
• Proficient in Microsoft Office (Word, Excel, PowerPoint).
• Advanced proficiency with DHL systems (CSV, SPARK, NTPS, CSP, EMT) preferred.
• Excellent verbal and written communication skills.

Responsibilities

• Provide quality tracking and tracing services for customers and DHL network.
• Resolve service issues and meet performance standards in the Customer Care Department.
• Respond to inquiries via phone, mail, email, fax, website, or in person with timely information.
• Document customer issues, responses, and communications in databases and web-based programs.
• Collaborate with DHL Gateway locations to provide clearance information.
• Manage high volumes of inbound/outbound calls and timely email responses.

Skills

2+ years in a Customer Contact Center

Team collaboration

Oral & written communication

Microsoft Office proficiency

DHL systems (CSV, SPARK, NTPS, CSP, &/

Education

High school diploma or GED

Tools

DHL CSV

DHL SPARK

DHL NTPS

DHL CSP

DHL EMT

Job description

DHL Express is hiring a Customer Care Advisor to deliver quality track-and-trace services to customers and the DHL network. You will resolve issues, provide timely information, and respond across phone, email, and other channels.

You'll join DHL's Customer Care Department, collaborating with teammates to maintain high standards of service, while documenting interactions and contributing to continuous improvement.