Customer Enquiry Advisor

About DHL Express:

DHL Express is the world’s leading international express service provider, operating across more than 220 countries and territories. Renowned for its focus on speed, reliability, and world-class customer service, DHL Express connects global businesses and individuals through its vast international air and ground transportation network. The Customer Service team plays a central role in delivering an exceptional customer experience by resolving inquiries, providing real-time shipment updates, and maintaining service excellence at every touchpoint.

Position Purpose:

The Customer Enquiry Advisor serves as a key frontline representative within the Customer Care team in Dammam, Saudi Arabia. This role is responsible for responding to incoming customer inquiries, managing shipment trace requests, resolving service exceptions, and delivering proactive support for both domestic and international express shipments.

Key Responsibilities & Operational Expectations:

1. Customer Enquiry Management & Issue Resolution:

– Respond promptly and professionally to inbound customer calls, emails, and digital service inquiries regarding shipment status, customs clearances, transit times, and delivery schedules.

– Perform end-to-end trace procedures for pending or delayed shipments using DHL’s global tracking systems and internal operational network tools.

– Provide clear, accurate, and actionable information to customers while maintaining a high level of empathy, professional diplomacy, and adherence to company SLAs.

2. Proactive Escalation & Operational Coordination:

– Liaise closely with local hub operations, gateway teams, couriers, and international customer service centers to track and expedite urgent deliveries.

– Identify service bottlenecks or potential delays and proactively notify customers with updated resolution timelines.

– Log, update, and manage all customer interactions and case files within DHL’s CRM and customer interaction management platforms.

3. Quality & Continuous Improvement:

– Adhere to First Time Right (FTR) quality guidelines and regional customer service benchmarks to maximize customer retention and satisfaction.

– Participate in regular performance reviews, team briefings, and continuous learning modules to stay updated on export/import compliance rules and service updates.

– Promote self-service digital tools (e.g., DHL Express Mobile Apps, On-Demand Delivery platforms) to customers where applicable.

Qualifications, Required Experience & Core Competencies:

– Academic Credentials:

* High School Diploma or Bachelor’s Degree in Business Administration, Communications, Logistics, or a related field.

– Required Experience:

* Minimum 1 to 2 years of proven experience in customer service, call center operations, or client-facing roles (express logistics, freight, or retail aviation experience is highly desirable).

– Key Skills & Attributes:

* Excellent verbal and written communication skills in both English and Arabic.

* Proficiency in CRM platforms, modern call center telephony systems, and Microsoft Office applications.

* Strong problem-solving, multi-tasking, and active listening skills in a high-volume, fast-paced environment.

* Exceptional interpersonal style with a customer-first mindset and high emotional intelligence.

Compensation & Benefits Package:

– Competitive tax-free salary package tailored to experience in Saudi Arabia.

– Comprehensive medical and life insurance coverage for employee and eligible family members.

– Annual home leave airfare allowances and paid annual leave.

– Structured training programs, professional certifications, and clear career growth pathways within the global DHL Group network.