DHL Express is looking for a Bilingual Contact Centre Advisor to join their omni-channel contact centre team in Winnipeg, Manitoba . As an Omni-Channel Advisor, you will play a key role in delivering DHL's purpose — Connecting People & Improving Lives — by ensuring consistency in quality service across all inbound customer touch points including call, chat, and email.
Shift: Monday to Friday, 8am to 4pm CST
Wage: $23.94/hour, increasing as per the Collective Bargaining Agreement (CBA)
Duties and Responsibilities Respond to all incoming call, chat, and email interactions within grade of service targets; maintain AHT (Average Handling Time) and quality target of 90%
Handle 3 chats concurrently while researching internal applications and documenting inquiries
Provide skilled and timely responses to customer inquiries on shipment status
Gather and relay information on shipment status, address changes, proof of delivery, and file completion details
Book pick-up calls using the automated dispatch system and provide rates for quoted and tariff customers
Keep customers informed and updated throughout the resolution process
Respond to inquiries quickly, directly, and concisely to drive NPA (Net Promoter Approach) scores
Recognize tone, demonstrate empathy, and alleviate customer frustration professionally




Probe for value-added service/upselling and sales lead generation to meet monthly targets
Adhere to all applicable call flow processes and quality assurance requirements
Minimum Qualifications Experience in call centre customer service
Bilingual proficiency (English and French)
Ability to manage 3 chats concurrently
Strong multi-tasker and team player with high energy level
Proven customer service and interpersonal skills
Proven decision making and problem solving skills
Excellent telephone mannerisms and written communication including grammar
Working knowledge of Canadian geography
Proven ability to work under pressure
Technical Skills Working knowledge of Windows-based PC programs (MS Office – Word/Excel)
Demonstrated computer literacy
Typing speed: minimum 38 WPM with 90% accuracy
Multi-tasking ability using digital systems (minimum 2/3 simulation tasks)
Working Conditions Must have high-speed internet with minimum 50 Mbps upload speed
Must be able to sit for extended periods
Experience in call centre customer service; bilingual in English and French; ability to manage 3 concurrent chats; strong multi-tasking and communication skills; working knowledge of Canadian geography; typing speed minimum 38 WPM at 90% accuracy; computer literacy including MS Office.

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📌 Bilingual Contact Centre Advisor (Manitoba)
🏢 DHL Express
📍 Manitoba