Customer Enquiry Advisor – Call Center

About the role

The Customer Enquiry Advisor works in DHL Express’s call centre, handling inbound customer calls and inquiries related to shipments, bookings and complaints. The role ensures a high level of service quality, supports customers throughout the shipping process and contributes to revenue through upselling DHL’s value‑added services.

Key responsibilities

• Answer inbound customer calls and provide accurate information on shipment status, booking procedures and service options.
• Arrange pickups, open tracing files, generate quotes and register bookings in the system.
• Handle customer complaints, follow‑up calls and issue resolutions in line with network standards.
• Promote and sell additional DHL products such as insurance and value‑added services to achieve upselling targets.
• Maintain detailed call records, capture all call types and ensure timely updates to customers.

Required profile

• High school diploma or higher.
• At least one year of experience in a customer‑service or call‑centre environment.
• Strong communication skills in Arabic and English.
• Reliability in adhering to scheduled work hours.

Required skills

• Typing skills.
• Shipment tracing.
• Arabic language proficiency.
• Fluent English.
• Customer complaint handling.