{"id":3205776,"url":"https://alion.io/job/dhl-customer-care-advisor","title":"Customer Care Advisor","company":{"id":185428,"name":"DHL","domain":"dhl.com","url":"https://alion.io/company/dhl-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Phenom","truth_index":{"grade":"B","score":79,"open_postings":382,"ghost_share":0.01,"stale_share":0.814,"repost_share":0.031,"time_to_fill_p50_days":28,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cairo, Egypt"],"countries":["EG"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":7000,"max_usd":15000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":2087},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-10-13T00:00:00Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-30T19:13:34Z","board_verified":true,"closed_at":null,"days_open":17,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":17},"description":"Role Purpose\nThe Customer Care & Service Desk Advisor handles all outgoing and incoming remote bookings for customers while adhering to established service standards. This role assists the team leader in ensuring smooth process functioning and leads service recovery efforts by analyzing failures and implementing improvements.\nKey Responsibilities\nRemote Booking Management: Accurately follow remote booking procedures to ensure on-time collection for customers.\n\nService Recovery Analysis: Focus on the effective operation of the Service Recovery System by analyzing the root causes of service failure instances.\n\nPreventive Measure Implementation: Apply corrective and preventive measures based on incident findings to benefit both customers and DHL.\n\nComplaint & Claims Resolution: Confidently handle customer complaints and insurance claims to ensure prompt and effective resolutions.\n\nCustomer Education: Capitalize on opportunities to educate customers on DHL’s value-added offerings, such as shipment insurance.\n\nRevenue Generation: Identify and promote areas with potential for revenue generation through cross-selling and upselling services like SII, TDX, and eCom tools.\n\nTracing Support: Investigate shipment incidents involving undelivered, returned, misrouted, delayed, or damaged shipments to support the tracing team.\n\nAgent Training: Train Customer Service agents and other functions on empowerment and its application under various scenarios.\n\nStakeholder Collaboration: Work closely across functional departments and DHL stations to maintain performance standards.\n\nCompliance Monitoring: Review process flows for ISO Audits to ensure compliance with current procedures.\n\nQualifications, Experience, and Competencies\nEducation: University Graduate.\n\nEnglish Proficiency: Excellent communication skills, both spoken and written.\n\nProfessional Experience: 2-3 years of experience in customer services, specifically in complaint and claims handling in a service environment.\n\nSoftware Expertise: Excellent skills in Microsoft Office (Word, Excel, PowerPoint); proficiency in DHL Systems is preferable.\n\nAnalytical Ability: Breaks down problems or processes into component parts and draws accurate conclusions from narrative and numerical data.\n\nPlanning & Organizing: Sets clear goals and establishes a sequence of steps to ensure objectives are efficiently achieved.\n\nDecision Making: Makes timely and appropriate choices based on analysis and experience, even under conditions of uncertainty.\n\nSelf-Management: Remains calm, objective, and controlled in responding to urgent or demanding situations.\n\nAccountability: Acts responsibly, keeps commitments, and complies with the intent of policies and procedures.\n\nInterpersonal Skills: Excellent negotiation and interaction skills with a focus on customer-facing excellence.\n\nEqual Treatment Clause: We are committed to fostering equal opportunity and strictly reject all forms of discrimination. 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