Customer Enquiry Advisor

About the role

The Customer Enquiry Advisor works in a dedicated call centre, handling inbound customer calls and inquiries related to shipments. The role focuses on providing accurate information, arranging bookings, tracing parcels, resolving complaints and promoting DHL’s value‑added services.

Key responsibilities

• Answer inbound customer calls and respond to inquiries promptly.
• Arrange bookings for pickups and generate sales leads.
• Trace shipments, open and update tracking files, and keep customers informed of delivery status.
• Handle customer complaints, transfer calls when necessary, and follow up to ensure resolution.
• Promote and sell DHL products, insurance and other value‑added services to achieve upselling targets.
• Maintain accurate records of all interactions in the order booking system.

Required profile

• High school diploma or higher.
• At least 1 year of customer‑service experience, preferably in a call‑center environment.
• Experience using telephone or electronic order‑booking systems.
• Demonstrated ability to meet sales or upselling targets.
• Excellent typing speed, strong written and verbal communication skills.
• Fluent in English; Arabic is a plus.
• Attention to detail, critical thinking and effective teamwork.

Required skills

• Proficient typing.
• Use of telephone/e‑order booking system.

What we offer

• Strong career support within an international, multicultural environment.
• Opportunities for professional growth and development.
• Collaborative team culture focused on service quality and sustainability.