Key responsibilities


Confidently handle a wide range of customer interactions across all contact channels (phone, email, live chat), delivering prompt and accurate support.
Process bookings, provide shipment status updates, track packages, and assist with general and technical enquiries.
Deliver service in line with DHL’s quality and performance standards, maintaining professionalism and empathy in every interaction.
Proactively manage overseas collection requests and ensure all bookings (inbound and outbound) are actioned accurately and within agreed timeframes.
Monitor all service desk bookings to ensure seamless follow-through and resolution, enhancing the overall customer shipping experience.
Take full ownership of customer requests — ensuring timely follow-up, problem resolution, and clear communication until closure.
Build customer loyalty through effective issue resolution and proactive support, contributing to retention and positive brand experience.
Promote DHL’s Value-Added Services where appropriate and identify opportunities to refer potential sales leads.
Collaborate with internal teams to ensure efficient resolution of customer queries and service exceptions.
Ensure all systems (MCT, SPARK, CSV, etc.) are used in line with DHL policies, and all interactions are logged accurately.
Adhere to the contact centre schedule and meet key performance indicators, including call quality, response times, and customer satisfaction scores.
Contribute to team performance through knowledge sharing, feedback participation, and continuous improvement practices.


We are looking forward to your application.

Minimum Requirements


Senior Certificate/Matric (Grade 12) or NQF Level 4 Equivalent
Minimum of 2 year customer service experience in the service industry
Good operational understanding and proven knowledge of the DHL Network
Excellent communication skills – both written and verbal (Business English)