{"id":3205763,"url":"https://alion.io/job/dhl-customer-service-representative-3","title":"Customer Service Representative","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":375,"ghost_share":0.011,"stale_share":0.792,"repost_share":0.032,"time_to_fill_p50_days":26,"computed_at":"2026-10-25T05:49:26Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"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":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-08-15T00:00:00Z","employer_posted_date":"2026-08-15","last_verified_at":"2026-10-25T14:53:50Z","board_verified":true,"closed_at":null,"days_open":71,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":71},"description":"Role Purpose\nAs a Customer Inquiry Advisor, you will be the face and voice of DHL Express, confidently providing a comprehensive suite of customer service solutions. Your primary goal is to manage shipment bookings, handle inquiries, and provide real-time tracking updates with professionalism and empathy, ensuring every interaction enhances the DHL service experience.\nKey Responsibilities\nCustomer Interaction: Serve as the primary point of contact for customers via the hotline and various communication modes, providing expert advice on DHL service offerings.\n\nBooking Management: Efficiently accept and register shipment bookings, ensuring all data is accurate and up-to-date.\n\nInformation Expert: Provide precise information regarding customs requirements, transit times, and competitive pricing to facilitate seamless shipping.\n\nSales Lead Generation: Proactively identify opportunities to offer alternative services or value-added solutions, turning simple inquiries into potential sales leads.\n\nIssue Resolution: Liaise with the Operations department and other internal functions to ensure quick and efficient resolution of customer queries.\n\nService Excellence: Exercise high levels of empathy and professionalism to meet the varying needs and demands of individual customers.\n\nProcess Improvement: Actively highlight areas for procedural or technological improvement and suggest solutions to enhance the overall customer journey.\n\nOperational Support: Provide necessary assistance to the backline team and manage import requests as required to maintain service flow.\n\nPolicy Adherence: Strictly follow established Customer Service procedures while maintaining the discretion to offer flexibility within reasonable limits.\n\nProfessional Representation: Build trust and integrity through expert-level service, acting as a reliable representative of the DHL brand.\n\nQualifications, Experience, and Competencies\nUniversity Graduate: Must hold a bachelor’s degree from a recognized institution.\n\nExperience: Experience in a Customer Contact Center or Telesales environment within a service industry is highly preferred.\n\nLanguage Proficiency: Excellent command of both spoken and written English is required.\n\nCommunication Skills: Exceptional verbal and written communication skills, with the ability to adjust style to meet the needs of diverse audiences.\n\nEqual Treatment Clause: We are committed to fostering equal opportunity and strictly reject all forms of discrimination. At DHL Group, employee selection is based exclusively on individual qualification, performance, skills, and professional experience.\nWe Deliver the Difference\nWe Care\nWe Grow Together\n\nDo you see a personal challenge in these versatile and responsible tasks? 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