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 improvement initiatives and contribute to team performance

Your Profile

• Previous experience in a contact centre or customer service environment (logistics experience preferred)
• Strong communication skills, both written and verbal
• Ability to manage high-volume workloads in a fast-paced environment
• Problem-solving mindset with strong attention to detail
• Confident using multiple systems and navigating between platforms
• Team player with a proactive and customer-focused approach
• Flexibility to work on a rotating roster if required

We are committed to equal opportunity and reject any forms of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience.