Customer Contact Centre Advisor – Mandarin at DHL International

DHL, people mean the world to us. That’s why our goal has always been to attract and retain the best talent the world over. We provide challenge and opportunity for personal and professional development, recognise the difference you bring to our business, and together share the pride of building the logistics company for the world.

Under the DHL Supply Chain umbrella, one of DHL’s business units, we provide customised logistics and industry solutions in supply chain management, warehousing, distribution, value-added services, and lead logistics provider services, helping customers achieve better results every day.

Job Details

• Company: DHL
• Job Title: Customer Contact Centre Advisor – Mandarin
• Location: Lagos
• Business Unit: Nigeria Customer Service
• Reporting To: Contact Centre Team Lead
• Employment Type: Full-time
• Language Requirement: Fluent Mandarin Chinese and English

Role Context

The Customer Service Advisor serves as the first point of contact for DHL customers, providing professional and knowledgeable support across bookings, enquiries, shipment status, tracking, and other customer service needs.

The role requires fluency in Mandarin Chinese, both spoken and written, in addition to English proficiency, to effectively support DHL’s growing Chinese-speaking customer base in Nigeria and across West Africa.

The successful candidate will handle customer interactions in both English and Mandarin, ensuring seamless communication and exceptional service delivery while building customer loyalty through effective problem-solving and customer care.

Key Responsibilities

Customer Service Excellence

• Accept and register bookings for DHL services accurately and efficiently in English and Mandarin.
• Provide professional customer service to Chinese-speaking customers via phone, email, and other communication channels.
• Offer alternatives to customers and identify opportunities to turn information calls into sales leads or promote additional services.
• Provide accurate information on customs requirements, transit times, prices, and other service-related enquiries in the customer’s preferred language.
• Maintain professionalism and empathy when dealing with customers from different language and cultural backgrounds.
• Clearly explain the next steps required to resolve customer problems or requests.
• Aim to exceed customer expectations and create a positive experience during every interaction.

Service Improvement and Process Adherence

• Identify areas for improvement and recommend solutions to enhance DHL procedures, technology, and customer service.
• Follow established Customer Service procedures while exercising reasonable flexibility when addressing customer needs.
• Stay informed about customer satisfaction with pick-up, delivery, billing, and customer service.
• Recommend service and process improvements based on experience and customer feedback.

Cross-Functional Collaboration

• Liaise with Operations and other departments to ensure quick and efficient resolution of customer issues.
• Serve as a language resource for colleagues dealing with Mandarin-speaking customers.
• Work cooperatively with colleagues to achieve team targets and objectives.
• Complete assigned tasks in support of team goals and assist colleagues when required.
• Support group decisions and contribute to team cohesion.

Performance and Accountability

• Meet all KPIs and IKOs specified for the role.
• Respond promptly to customer requests with a “Can do” attitude.
• Take customer requests through to resolution whenever possible or ensure they are properly escalated.
• Perform additional duties related to the role as assigned.

Minimum Requirements

Educational Qualification

• University Degree or Higher Diploma.

Experience

• At least 2 years of DHL Sales, Operations, or Customer Service experience.
• Experience working in a customer relations environment.
• Previous call centre experience is preferable.
• Sound customer relationship management experience.
• Strong understanding of customer service and operations.
• Experience serving Chinese-speaking customers is highly desirable.

Language Requirements

• Fluent spoken and written Mandarin Chinese is mandatory.
• Fluent spoken and written English is mandatory.
• Ability to seamlessly switch between English and Mandarin during customer interactions.
• Understanding of cultural nuances in Chinese business communication.

Skills and Competencies

• Typing speed of at least 30 words per minute in English and Mandarin is preferable.
• Excellent telephone communication skills in both languages.
• Strong conflict resolution skills across different cultural contexts.
• Ability to identify sales opportunities and upsell services.
• Familiarity with telephone and order booking systems is preferable.
• Excellent spoken and written communication skills in English and Mandarin.
• Strong negotiation and interpersonal skills.
• Ability to process information quickly and accurately.
• Confidence in decision-making and customer interactions.
• Good geographical knowledge of service areas and routing.
• Strong awareness of Chinese business culture and communication styles.

Key Competencies

• Analysis: Ability to break down problems, critically evaluate information, and reach accurate conclusions.
• Planning and Organising: Ability to set goals, establish effective action plans, and manage time efficiently.
• Decision Making: Makes timely and appropriate decisions using sound judgement and experience.
• Results Orientation: Focuses on measurable results and overcomes obstacles to achieve targets.
• Teamwork: Works cooperatively with others to achieve objectives and support colleagues.
• Accountability: Takes responsibility, keeps commitments, and complies with policies and procedures.
• Communication: Communicates courteously, honestly, helpfully, and professionally with customers in English and Mandarin.
• Self-Management: Remains calm under pressure and maintains a positive “Can do” attitude.

How to Apply

Interested and qualified candidates should apply online through the official DHL careers portal.

Click here to apply online

Application Closing Date

Not Specified.