Contact Centre Advisor

About the role

We are looking for a motivated Contact Centre Advisor to join DHL Express in Auckland. In this role you will be the first point of contact for customers, handling enquiries across phone, email and chat, and ensuring a high‑quality experience.

Key responsibilities

• Handle inbound and outbound customer enquiries via phone, email and chat.
• 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 according to process requirements.
• Identify service failures and escalate when necessary.
• Adhere to KPIs such as service levels, quality and customer satisfaction targets.
• Support continuous improvement initiatives and contribute to team performance.

Required profile

• Previous experience in a contact centre or customer service environment, preferably in logistics.
• Strong written and verbal communication skills.
• Ability to manage high‑volume workloads in a fast‑paced environment.
• Problem‑solving mindset with strong attention to detail.
• Team player with a proactive, customer‑focused approach.
• Flexibility to work on a rotating roster if required.

Required skills