Query Handling Front Line Agent

What makes DHL great? Our People! We know each employee’s individual contributions make us the #1 Delivery and Logistics Company in the world.

Distinguished as No. 1 World’s Best Workplace™ by Great Place to Work and Fortune Magazine

DHL is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our culture is about personal commitment – to our business, to each other and to our global communities. DHL is dedicated to being a great place to work. In addition to competitive compensation packages, our employees enjoy a range of programs, services and benefits that bring the best to their personal lives.

Start YOUR career with DHL today…

DHL Express currently has a career opportunity for a qualified Bilingual - English/Spanish Query Handling Frontline Representative . This important role will be responsible for handling incoming customer calls with the intent of providing customer satisfaction and retention, review customer inquiries, problems, requests and suggestions to determine appropriate solutions and/or responses. The selected candidate will oversee providing a variety of customer service support duties to customers; ensuring timely and accurate information is provided to customers in a professional manner responding to inquiries through phone, mail, email, fax, website, and/or face-to-face contact with customers. In addition, the individual will also be responsible for promoting and selling the company's products and services and providing operational management and support at call center locations to ensure efficient and timely resolutions of customer service issues.

Key Responsibilities:

• Fields a high volume of in-bound calls and assess customer needs
• Distribute calls when necessary to other resources to ensure customer’s needs are handled in a timely fashion
• Works in conjunction with outside sales representatives to provide pre-and/or post-sales support Promotes DHL Express services & products to customers
• Attempts to collect payment on each call. Validates customer claims, initiates billing adjustments
• Other duties as assigned
• Tasks may involve extended periods of time at a keyboard and/or workstation

Skills & Qualifications:

• 2-4 years of experience in related areas of responsibilities
• Intermediate knowledge of Microsoft Office Works and Excel
• Performs all the standard and some specialized, more complex aspects of the function including knowledge of SAP
• Technical certification or associate’s degree preferred Customer Focus
• Excellent customer service skills with the ability to empathize with and prioritize customer needs
• Interpersonal skills
• Demonstrable conflict resolution skills. Ability to determine customer needs and provide appropriate solutions
• Call Center and/or Billing experience
• Bi-lingual English/Spanish required

Employee Benefits & Incentives

DHL Express benefits and incentive offerings are designed to reflect a substantial experience for both employees and their dependents during their career and life journey. The specifics will vary, but wherever you join and in whatever role, you'll find our benefits and rewards are among the best in the industry. They include:

• Competitive Pay
• Bonus/Incentive Programs
• Retirement Savings – 401K with company match
• Medical, Dental, Vision, well-being programs
• Tuition Reimbursement
• Generous Paid Time Off – Starting at 4 Weeks (PT/FT)
• Paid Leave
• Employee Discount Program
• Employee Assistance & Work Life Program
• Outstanding training opportunities

DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. The EEO is the Law poster is available here:

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.