Contact Centre Advisor

At DHL Express, our purpose is to connect people and improve lives. We are committed to delivering world-class service and creating positive experiences for our customers every day. We are seeking a customer-focused and motivated Contact Centre Advisor to join our team in Auckland.

Key Responsibilities:

• Handle inbound and outbound customer enquiries across phone, email, and chat channels
• Track and trace international shipments, providing accurate updates and proactive communication
• Resolve customer issues efficiently, including delays, missing shipments, and service queries
• Liaise with global internal teams and overseas stations to ensure timely resolution
• Maintain accurate case notes and update systems in line with process requirements
• Identify service failures and escalate where required
• Adhere to KPIs including service levels, quality, and customer satisfaction targets
• Support continuous improv...