Customer Care Advisor

COME JOIN THE WORLD’S MOST INTERNATIONAL COMPANY

A company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide.

DHL Lebanon is the recognized market leader in Express logistics and an Employer of Choice – ranked consistently as Great Place to Work in Lebanon for consecutive years since 2023.

Join DHL Express and be part of a global network built on service excellence, quality, and sustainability. Together, we connect with people and improve lives through the power of international trade—not only for our customers, but for every member of our team.

Discover more about our culture, our people, and our purpose: https://careers.dhl.com/global/en

ABOUT THE ROLE

We are looking for a customer-focused Customer Care Advisor to join our Customer Service team. You will investigate shipment issues, keep customers informed, and coordinate with internal teams and the DHL network to resolve concerns quickly and professionally.

KEY RESPONSIBILITIES

• Investigate delayed, lost, damaged, returned, misrouted, or undelivered shipments.
• Handle trace inquiries in line with DHL service standards and processes.
• Provide customers with timely, clear, and accurate updates.
• Resolve complaints with empathy, composure, and ownership, without over-committing.
• Coordinate with Operations and other departments on service recovery.
• Respond to inquiries about shipment status, prices, customs requirements, and DHL services.
• Maintain accurate case records in the relevant systems.
• Support Frontline call overflow when required.
• Analyze recurring shipment issues, determine root causes, and drive effective resolution.
• Contribute to customer service, quality, and resolution targets.

KEY RESPONSIBILITIES

• College degree preferred.
• Around 2 years of experience in a customer contact center, telesales, customer service, or similar service environment is preferred.
• Experience handling customer complaints and service recovery cases.
• Advanced English, with the ability to read, write, and speak professionally.
• Excellent telephone, interpersonal, negotiation, and conflict-resolution skills.
• Strong problem-solving, planning, and decision-making abilities.
• Ability to remain calm, positive, and effective under pressure.
• Good organizational skills, attention to detail, and accountability.
• Experience with telephone, shipment tracking, order booking, CRM, or ticketing systems is an advantage.
• A collaborative mindset and experience working effectively in teams.

Why Join DHL Express?

Be part of a global leader in logistics and innovation

Work on cutting-edge AI and digital transformation initiatives

Collaborative and dynamic international environment

Opportunities for growth, learning, and impact

Careers at DHL

At DHL, we believe our people are our greatest asset. We are committed to building an inclusive environment where innovation, teamwork, and excellence thrive.